Customer Success Manager
Yesterday
Description
• About HighLevel: HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. • Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors. • Managing high ticket customer relationships and expectations, working diligently to provide solutions to any challenges. • Conduct regular check-in calls, quarterly business reviews and account audits for high value customers to assess customer needs and deliver value to the company through customer satisfaction and retention. • Accountable for conduct and lead on time implementation for clients. • Serve as an important source of information regarding the customers needs and provide customer feedback to internal teams. • Translate business needs and product requirements into new solutions for Customers. • Maintain close relationships with key departments to ensure customer satisfaction. • Work cross-functionally as a member of the Customer Success team to deliver a smooth customer experience. • Stay up to date with HighLevel product features and releases. • Identify opportunities to streamline procedures, enhance revenue and improve product efficiency.
Requirements
• Bachelor’s Degree or equivalent SaaS experience is strongly preferred. • At least 5 years in a customer-facing and/or implementation role, preferably within a SaaS organization. • Prior experience using HighLevel or other similar vertical solutions preferred. • Proven ability to effectively translate complex business needs into a software delivery plan and to document and communicate that plan. • Experience building customer relationships and improving processes and programs that benefit customer outcomes • Excellent communication skills, both with customers and within an organization. • Firm understanding of industry and marketing strategy. • Demonstrated ability to provide customized solutions to a variety of customers. • Ability to resolve issues and risks in a cross functional and collaborative way. • Working knowledge of the following applications strongly preferred: MS Office, Google Suite, Zoom, Slack. • Strong time management, organizational skills and interpersonal communication skills, both verbal and written. • Self-motivated to maintain regular contact with customers, management, and peers. • Demonstrable critical thinking, communication, and creative problem-solving skills. • Strong skills, tact and diplomacy in dealing with sensitive customer issues. • Self-starter positive attitude, strong sense of ownership and ability to continuously develop and adapt to a growing team. • Ability to multi-task and handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment. • Highly organized to manage and prioritize several different responsibilities at any given time. • Dedication and passion for the highest level of customer satisfaction and professional service. • Proven ability to leverage other team members to accomplish tasks. • Capable of working autonomously to desired outcomes of a project. • Solutionist mindset, can find creative ways and outsource if needed with 3rd parties solutions that integrate to meet advanced customer needs. • Love solving complex problems.
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