Implementation Manager

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September 28

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HighLevel

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SaaS • Marketing • B2B

HighLevel is an all-in-one marketing and sales platform designed to help businesses grow and succeed. The platform consolidates various marketing tools into a single solution, providing features such as lead capture through landing pages, surveys, forms, and calendars, as well as tools for nurturing leads via automated messaging across multiple channels including phone, SMS, email, and social media. HighLevel offers customizable solutions like online appointment scheduling, multi-channel follow-up campaigns, and pipeline management. Additionally, businesses can build websites, funnels, and landing pages using the intuitive page builder. HighLevel supports integrating with existing systems via API, and offers a membership platform for community building and course management. The platform is targeted towards marketers and offers white-labeling options for businesses to brand the software as their own. With a community-driven development approach and award-winning support, HighLevel is focused on empowering businesses to streamline their operations and enhance their marketing efficiencies.

201 - 500 employees

Founded 2018

☁️ SaaS

🤝 B2B

💰 Series A on 2021-11

📋 Description

• Supervise a team of Implementation Advisors/Customer Care Representatives focused on solving customer issues and achieving high levels of customer satisfaction and retention and fostering a positive team culture • Manage employee recruitment, selection, training, scheduling, coaching, counseling, and discipline; communicate job expectations, monitor performance, appraise contributions, plan compensation, and enforce policies • Help to develop a proactive approach to customer success by defining customer churn risk criteria • Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations • Facilitate industry-leading “voice of the customer” processes including feedback channels and continuous improvement methods to enhance customer experience • Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement • Devise a customer contact methodology to monitor and improve renewal/retention rates • Manage or engage with enterprise accounts when required • Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities • Coach team on customer success best practices and training • Provide continuous knowledge growth opportunities for Highlevel features and products • Collaborate with cross-functional teams to ensure visibility and alignment • Manage customer complaints, CSAT results and relationships to assure customers satisfaction • Facilitate proper delegation to team members in the proper roles • Build SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement • Build out a road map for successful implementations and ongoing support of this process and product engagement for team • Serve as an escalation point for critical recruiting issue resolution • Serve as an escalation point for at risk customers to promote product and resources that will help them be successful • Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers • Continued optimization of current process and future ideals

🎯 Requirements

• Bachelor’s degree or equivalent experience • 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management) • 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals • Project management skills • Experience leading a results driven team • People manager at heart; mentoring, leading and contributing to professional development of team members • Strong collaboration, time-management, influencing and prioritization skills • Ability to build and maintain relationships internally with team and with customers • Excellent listening, presentation and communication skills at all levels • Strong customer facing communication skills • Demonstrated data driven approach to problem solving • Must be a go-getter and not afraid to ask questions • Basic computer and Excel skills • Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training) • Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.) • Strong analytical, process-building, and program management skills (KPI and SOP ownership) • Track record of coaching, mentoring, and empowering high-performance teams • Proactive and inquisitive; not hesitant to seek clarification

🏖️ Benefits

• At HighLevel, we value diversity and are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. • Remote-first environment with over 1,500 team members across 15+ countries. • Opportunities for learning from one another and continuous knowledge growth on HighLevel features and products. • Culture focused on innovation, collaboration, and people-first values.