Customer Success Manager
June 15
Description
• 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. • With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. • We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. • Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home. • HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. • Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors. • Our infrastructure handles around 3 Billion+ API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. • We also handle over 80 Terabytes of data across 5 Databases.
Requirements
• You are looking for an opportunity to be collaborative and supportive, working cross functionally to provide the best experience possible and always putting the customer first. • This role will help customers successfully adopt and retain our products/services and in turn, ensure they meet their business goals. • This is achieved through regular check-in calls, business reviews, assessment of product-related customer needs, auditing accounts, troubleshooting issues, developing success plans and guiding them to completion and advocating for customer priorities with internal teams and stakeholders. • As a Customer Success Manager, you will guide customers, ensuring they launch our HighLevel platform successfully, driving wide adoption, and are continually driving business value. • In this role, you are continually focused on building strong relationships and helping our customers improve their business. • To be successful as a Customer Success Manager with HighLevel, you will be hyper vigilant, confident, efficient, energetic, positive and optimistic while navigating high-demand “virtual” customers and team members. • At HighLevel, we require our team members to be on camera for all customer, peer and manager/leader interactions. • 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. • The ability to effectively communicate best practices, strategies and instruction is vital. • 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. • Configure, test and validate accounts to ensure the product fits their business needs and functions as intended. • Work cross-functionally as a member of the Customer Success team to deliver a smooth customer experience, including knowledge sharing and keeping our teams informed on customer engagements. • Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders. • Adaptable and timely on short turnaround projects and deadlines. • Stay up to date with HighLevel product features and releases. Maintain product knowledge and consistent education. • Identify opportunities to streamline procedures, enhance revenue and improve product efficiency. • Demonstrate technical acumen to convert plans into workable solutions. • Communicate a passion for customer success with a team player attitude. • Other duties may be assigned and/or modified as business needs change. • Identifying missed value for clients in their accounts and applying use. • Effectively provide ongoing adoption training for users as needed. • Consult with clients on planning priorities for upcoming feature roadmap. • 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 mind set, 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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