Customer Success Advisor

September 26

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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

• Listen and fully understand customer requirements and ‘pain points’ and translate customer requirements into implementation plans. • Develop, coordinate, and execute implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery. • Design, create and manage applications, and software integration/migration deployments. • Deliver implementation services within scope or manage any changes in project scope and plans. • Identify potential issues and collaborate with leadership to develop contingency plans. • Work with other departments to ensure customer needs are communicated. • Follow up relentlessly with lagging or non-engaging accounts to ensure successful implementation. • Assist in educational webinars, workshops, and training. • Stay up to date with product features and releases. • Identify opportunities to streamline procedures, enhance revenue and improve product efficiency. • Update customer journey playbooks and create transition/migration plans. • Demonstrate technical acumen to convert plans into workable solutions. • Monitor, anticipate, and exceed customer adoption and usage metrics (renewals and NPS). • Advise customers on best practices, risks, and changes impacting processes and timelines. • Drive consulting milestones and achieve agreed-upon implementation schedules. • Provide guidance to address critical issues impacting successful implementation. • Actively lead the consulting engagement and drive collaboration between internal teams and customers. • Handle basic support requests during the implementation phase. • Develop strong rapport with new accounts to ensure long-term success. • Continuously look for ways to improve onboarding delivery and maintain product knowledge.

🎯 Requirements

• Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support. • 2-3 years of experience using HighLevel or other similar vertical solutions. • Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills. • Ability to handle multiple tasks in a fast-paced environment. • Knowledge of internal systems preferred (HighLevel, Freshdesk, etc.). • Strong understanding and proficiency in software solutions and professional service offerings. • 2+ years of customer consulting work experience preferred. • 2+ years of marketing experience is a plus! • Strong verbal and written communication skills. • IT technical skills and platform integrations. • Experience in managing a diverse group and training each according to company standards. • Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction. • Ability to handle ambiguity in a dynamic and fast-paced collaborative work environment. • Strong analytical and organizational skills with superior attention to detail. • Ability to produce high-quality documents, SOPs and customer journey Playbooks. • Strong computer literacy, including MS Office Suite and Internet applications.