Customer Success Advisor at Remote only Full Time

Who We Are:

HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With over 20,000 customers, we need people like YOU to help us grow and scale even further in the coming years. 

We currently have 500+ employees worldwide, 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, above all, encourage a healthy work-life balance for our employees wherever they call home. 

Want to learn more? Check out our year-in-review: https://blog.gohighlevel.com/highlevel-2022-year-in-review/ and visit our website www.gohighlevel.com

Who You Are:

As an Advisor your sole responsibility is positioning yourself as the subject matter expert on

software business growth through the effective use of technology. The Advisor utilizes their

expertise in business process/change management and software technologies by

implementing software best practices and ensuring adoption and success with HighLevel

software. Including detailed onboarding playbooks and building relationships with

customers, business needs and company.

This role is a 100% remote

What You Will Be Doing:

● 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 application, software integration/migration deployments.

● Implementation services are delivered within scope or manage any changes in

project scope, identify potential issues and collaborate with leadership when needed,

to develop contingency plans.

● Working with other departments and personnel to ensure information on customer

needs are communicated.

● Follow up relentlessly with lagging or non-engaging accounts to ensure they

implement HighLevel successfully in their business.

● Assist in Educational webinars, workshops and more.

● Staying up to date with product features and releases.

● Identifies opportunities to streamline procedures, enhance revenue and improve

product efficiency.

● Updates customer journey playbooks.

● Demonstrate technical acumen to convert plans into workable solutions.

● Communicate a passion for customer success with a team player attitude.

● Monitor, anticipate and exceed customer adoption and usage metrics (i.e., renewals

and net promoter scores).

● Conduct analysis of approved customer content and create a transition plan or

migration plan.

● Advise customer on best practices, risks, and changes that impact institutional

processes and timelines.

● Responsible for driving consulting milestones and achieving the agreed upon

implementation schedule.

● Provide guidance to customers to address critical and/or outstanding issues

impacting the successful Implementation.

● Actively lead the consulting engagement throughout the implementation.

● Drive collaboration between internal functional teams and customer to achieve

milestones and deliverables.

● Handle basic support requests during the implementation phase.

● Develop a strong rapport with new accounts to ensure they are enthusiastic about

HighLevel and set up for long term success.

● Always looking for ways to improve our onboarding delivery.

● Maintain product knowledge and consistent education.

● Cross training with other success functions.

What You’ll Bring:

● Associates degree or equivalent work experience and minimum of two years 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 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.

● Great communication skills, verbal, written and presentation capabilities with both

customers and leadership.

● Self-starter, with a strong sense of ownership, assertive follow-through, and a

passion for the highest level of customer satisfaction.

● Ability to handle the ambiguity that arises from time to time 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, SOP’s and customer journey Playbooks.

● Strong computer literacy, including MS Office Suite, Internet applications and comfort

and ability to advance technically.

● Strong problem-solving skills.

EEO Statement:

At HighLevel we value diversity. In fact, we understand it makes our organization stronger.

We 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. Our objective is to foster an environment where really talented employees

from all walks of life can be their true and whole selves, cherished and welcomed for their

differences while providing awesome service to our clients and learning from one another

along the way!