Manager, Implementation

HighLevel-posted 3 months ago
Full-time • Manager
501-1,000 employees
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The Manager of Customer Success is responsible for leading and inspiring the Customer Success team. The Manager of Customer Success is the key champion for ensuring HighLevel customers’ end-to-end lifecycle experience is exceptional. The goal is to maximize customer lifetime value through retention and own the 'voice of customer' as part of HighLevel’s overall customers for life vision. The manager of Customer Success will be focused on ensuring the highest levels of customer success and end-user adoption as measured by retention, renewals and CLTV, and advocacy of HighLevel’s product and services. The Manager of Customer Success is a central role raising the voice of customer to a roar within HighLevel utilizing internal 'HealDesk' processes and communications.

  • Supervise a team of Implementation Advisors/Customer Care Representatives focused on solving customer issues and achieving high levels of customer satisfaction and retention and fostering a positive team culture.
  • Manage employee recruitment, selection, training, scheduling, coaching, counseling, and discipline.
  • Help to develop a proactive approach to customer success by defining customer churn risk criteria.
  • Develop and lead proactive out-reach programs that drive greater adoption of new features and optimization of current customer implementations.
  • Facilitate industry-leading 'voice of the customer' processes including feedback channels and continuous improvement methods to enhance customer experience.
  • Conduct consistent and impactful performance conversations, conflict management and coaching sessions with team members and managers.
  • Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement.
  • Devise a customer contact methodology to monitor and improve renewal/retention rates.
  • Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities.
  • Coach team on customer success best practices and training.
  • Provide continuous knowledge growth opportunities for Highlevel features and products.
  • Collaborate with cross-functional teams to ensure visibility and alignment.
  • Manage customer complaints, CSAT results and relationships to assure customers satisfaction.
  • Facilitate proper delegation to team members in the proper roles.
  • Build SOPs, Playbooks and KPIs for Team and Department and report on KPI achievement.
  • Build out a road map for successful implementations and ongoing support of this process and product engagement for team.
  • Serve as an escalation point for critical recruiting issue resolution.
  • Serve as an escalation point for at risk customers to promote product and resources that will help them be successful.
  • Leverage analytics to review automations and internal processes are successful and continue adapting strategies for your Customer success team to use with customers.
  • Continued optimization of current process and future ideals.
  • Bachelor’s degree or equivalent experience.
  • 3+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management).
  • Several years running technical customer-facing teams.
  • Experience in managing a team of over 12+.
  • Project management skills.
  • Leading a results driven team.
  • People manager at heart, you love mentoring, leading and contributing to the professional development of those around you.
  • Strong collaboration, time-management, influencing and prioritization skills are critical to the success of this role.
  • The ability to build and maintain relationships internally with team and with customers.
  • Excellent listening, presentation and communication skills at all levels.
  • Strong customer facing communication skills.
  • Demonstrated data driven approach to problem solving.
  • Must be a go-getter and not afraid to ask questions.
  • Must have basic computer and excel skills.
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