Manager, Trial Experience - SaaS

HighLevel

8d•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. The company 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. The platform powers more than 4 billion API hits and 2.5 billion message events daily, with over 1 million domain names supported. HighLevel operates as a global, remote-first organization with over 2,000 team members across 10+ countries, valuing initiative, clarity, and execution. The company enables over 1.5 billion messages, 200 million leads, and 20 million conversations monthly for over 1 million businesses. As the Manager of the Trial Experience Team, you will be at the forefront of having value-driven conversations with customer-facing employees and leads. You will lead and develop 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 expertise in managing individuals and teams. As a passionate people leader, you will jump at the opportunity to create consistent business processes and support the team by guiding them 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 developing a team of knowledgeable experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.

Requirements

Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred
5+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred
3+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required
You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you
A strong technical aptitude to help our users succeed with the HighLevel software
Strong collaboration, time-management and prioritization skills are critical to the success of this role
The ability to build and maintain strong relationships internally with senior leadership, teams and customers
Strong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team success
Ability to collaborate and influence cross-functional teams and champion new concepts and ideas
Demonstrated approach to problem solving and conflict management
Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results
Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports
Ability to develop and maintain deep knowledge of customers, data, business, and markets
Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral
Experience working with and or ability to learn the use of various CRM Systems
Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO
Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media

Responsibilities

Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
Lead to ensure your team is 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.
Support and identify process improvements and alternative solutions to drive team efficiency, productivity and engagement.
Being able to interpret data that translates into action to improve the team.
Conduct 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 succeed.
Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.
Developing and issuing warnings and corrective action plans, as required.
Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals.
Serve 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 solving.
Lead any escalation concerns high-severity issues encountered by customers and team members, whether originating from within the team, directly from customers, or from other HighLevel departments.
Be readily available with cameras on throughout the shift to assist customers and team members via Zoom.
Other duties may be assigned and/or modified as business needs change.