Implementation Advisor (Bilingual - Spanish Speaking)

HighLevel

3d•$43,000 - $52,000•Remote

About The Position

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes. Businesses operating on HighLevel have generated over $7 billion in ecosystem value. By centralizing conversations, automation and intelligence into one system, HighLevel helps businesses move faster, reduce complexity and execute efficiently. The platform powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, the architecture is built for performance, resilience and long-term scalability. HighLevel operates as a global, remote-first organization with over 2,000 team members across 10+ countries, built for speed and ownership. The company values initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Innovation thrives, ideas are celebrated and people come first. HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for over 1 million businesses monthly.

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.
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.

Nice To Haves

Bilingual - Spanish Speaking

Responsibilities

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.
Implementation services are delivered within scope or manage any changes in project scope, plans.
Identify potential issues and collaborate with leadership when needed, to develop contingency plans.
Work 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.
Stay up to date with product features and releases.
Identify opportunities to streamline procedures, enhance revenue and improve product efficiency.
Update 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 customers on best practices, risks, and changes that impact institutional processes and timelines.
Drive consulting milestones and achieve 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 customers 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 look for ways to improve onboarding delivery.
Maintain product knowledge and consistent education.
Cross-train with other success functions.
Other duties may be assigned and/or modified as business needs change.