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. 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.
Our Customers:
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.
Scale at HighLevel:
We work at scale; 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.
Who You Are:
As the Senior Manager of the Trial Experience Team, you will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will lead, develop, and grow your team, bringing strategic thinking and organization to the role. You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your senior-level expertise in managing individuals and teams.
As a strategic leader, you will develop scalable business processes and empower a team dedicated to guiding prospective customers toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.
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. 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.
Our Customers:
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.
Scale at HighLevel:
We work at scale; 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.
Who You Are:
As the Senior Manager of the Trial Experience Team, you will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will lead, develop, and grow your team, bringing strategic thinking and organization to the role. You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your senior-level expertise in managing individuals and teams.
As a strategic leader, you will develop scalable business processes and empower a team dedicated to guiding prospective customers toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.
Roles & Responsibilities
What You’ll Be Doing:Supervise a team of Trial Experience Managers focused on solving customer issues and achieving high levels of customer satisfactionSupport the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planningLead and ensure your managers and teams are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics.Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. In partnership with the Director, Trial Experience, design and recommend sales targets & KPIs to optimize trial to paid efforts, and establish short & long term strategies. Measure and provide detailed analysis on success against team’s growth KPIs and metricsConduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback, and coaching with team members, leads, and managers while fostering a high-performance culture that inspires the desire to succeedResponsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warrantedSupport manager in crafting and delivering warnings and corrective action plans, as needed. Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomesManage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationshipsEffectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goalsServe as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solvingUpdate job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizationsAct as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functionsOther duties may be assigned and/or modified as business needs change.
What You’ll Bring: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience/Education/Certifications Required:Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred7+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers requiredYou are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around youA strong technical aptitude to help our users succeed with the HighLevel softwareStrong collaboration, time-management and prioritization skills are critical to the success of this roleThe ability to build and maintain strong relationships internally with senior leadership, teams and customersStrong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team successAbility to collaborate and influence cross-functional teams and champion new concepts and ideasDemonstrated approach and delivery to problem solving and conflict managementMust be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s resultsDemonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reportsAbility to develop and maintain deep knowledge of customers, data, business, and marketsDemonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oralExperience working with and or ability to learn the use of various CRM SystemsWorking knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEOWorking Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
CUSTOMER OBSESSIONDedicated to ensuring team members act with customers in mindEmpowers team members to utilize customer insights to drive & guide improvements for our product and servicesStrives to build a customer-focused culture by consistently ensuring customer expectations are met or exceededEnsure your teams' customer commitments are met or exceededServes as a strategic partner to build, grow, and maintain long lasting customer relationships
DRIVE FOR RESULTSDrives self and team towards action oriented resultsEmbraces and demonstrates inspirational leadership during times of ambiguity or changeSeizes opportunities and is not fearful of acting quickly to address problems and challengesCoaches and motivates their teams to attain company KPI's
GOOD TO GREAT TEAMSEncourages the team to have learning opportunities to develop their skillsEmpowers the team to improve efficiencies as it relates to products, services and process improvementsFosters an environment of innovation and improvementChallenges the team to ideate on ways to "make the boat goes faster"
DO WHAT IS RIGHTModels high standards of honesty and integrityTakes ownership for all decisions regardless of the outcomeActs with the customer, team and company in mindFollows through on commitments and makes sure others do the same
DEVELOPING TEAMSEffectively develops, coaches and motivates their team membersCreates a culture of appreciation by sharing wins and successesEnsure individual strengths and expertise are recognised and valued within the teamCreates a climate in which people want to do their best by encouraging participation, input and driving the team towards solutionsFocused on ensuring team goals are met or exceeded by empowering direct reports and holding them accountable for their KPI'sIdentify, develop, nurture and grow talent within the team
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! Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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