Customer Success Advisor

at HighLevel Inc.

Customer Success Advisor

HighLevel Inc.

Company

Home

Customer Success Advisor

at HighLevel Inc.

Posted by Shahabaj Pattan Khan

2 - 7 yrs

Best in industry

Remote only

Skills

Customer Success

Onboarding

Implementation

Customer Retention

Customer Support

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 60,000 customers, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 600+ 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! At HighLevel, we require our team members to be on camera for all customer, peer and supervisor interactions. Want to learn more? Check out 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.

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 applications, and 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 customers 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 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 looking for ways to improve our onboarding delivery.
Maintain product knowledge and consistent education.
Cross-training with other success functions.
Other duties may be assigned and/or modified as business needs change

What You'll Bring:

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 to advance technically.

This role is 100% remote for residents of India.

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!

Who We Are:

We currently have 600+ employees worldwide, working remotely as well as in our headquarters, which is located in Dallas, Texas.

Who You Are:

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 applications, and 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 customers 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 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 looking for ways to improve our onboarding delivery.
Maintain product knowledge and consistent education.
Cross-training with other success functions.
Other duties may be assigned and/or modified as business needs change

What You'll Bring:

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 to advance technically.

This role is 100% remote for residents of India.

EEO Statement:

Users love Cutshort

Read about what our users have to say about finding their next opportunity on Cutshort.

Subodh Popalwar

Software Engineer, Memorres

For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.

Companies hiring on Cutshort

About HighLevel Inc.

Founded :

2018

Type :

Product

Size :

100-500

Stage :

Profitable

About

The fastest growing all in one platform for SMB's and digital marketing agencies. CRM, Email, 2-way SMS, phone system, facebook, instagram, WhatsApp, Email marketing, Social media posting, Websites, Funnel Builder, Wordpress hosting & more!

We have a very strong and independent team. We value tinkerers and people with an entrepreneurial spirit. We want people to come to work and explore their curiosity every day. Our growth offers a unique opportunity for the right individual to scale and build world class products.

Some of the perks we offer

100 percent Remote

Uncapped Leave Policy

WFH Setup

Champion Big Problems

Some of the perks we offer

100 percent Remote

Uncapped Leave Policy

WFH Setup

Champion Big Problems

Company video

Connect with the team

Apoorva P

Varun Vairavan

Shivam Tiwari

Ashutosh Anand

Karan Agarwal

Nikunj Kanetiya

Anish George

Tony Jacob

Narayana sami

Shah Patel

Chaitanya Korada

Chiranjeevi V

Kapil Modi

Vamshi Verma

Raveesh Agarwal

Amit Kumar

Smit Sonani

Naman Garg

Swapnil Kumar

Yogesh Kumawat

Pragnesh Bhavsar

Mohammed Sayeed

Rishabh Jain

Rishabh Rajput

Sohel Khalifa

Baibhab Mondal

Sibi Sharanyan

Daljeet Singh

Harsh Kurra

Pranoy Sarkar

Shahabaj Pattan Khan

Company social profiles

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Statistical Modeling

Marketing Strategy

Job description Role: Industry Domain Lead – Retail/ CPG/ Insurance /Banking/ Automotive Designation: Manager/ Senior Manager Career Track: Expert Location: Chennai Role Description/ Responsibilities: The Industry Domain Lead will be responsible for formulating and executing the supply side/ capability build strategy for their industry. He/ she will also be responsible for driving delivery excellence in all engagements in that industry by providing expert support on generating insights and generating a compelling case for action to deliver business impact. The Industry Lead will also support the development and execution of appropriate demand side/ go-to-market strategy for driving revenue growth and penetration into existing/ new accounts. • Develop a well thought out POV on the full spectrum of problems/ opportunities in that industry and analytics solutions/ approaches that are relevant to solving them. Articulate the POV in the form of “Industry Analytics on a Page” constructs that help explain it to stakeholders covering key business challenges, metrics, levers, analytics approaches, methodologies, frameworks, tools/ assets/ solutions and impact. • Understand work done till date in the industry and collate material relevant to developing the POV in the form of case studies and collateral. • Review approaches/ methodologies/ frameworks used across engagements and develop a reference guide that can be used to standardise and drive excellence. • Evaluate tools/ assets/ solutions developed across engagements till date and recommend usage/ updates/ redesign as appropriate. • Drive delivery excellence in all engagements in the industry by active participation/ providing expert support for solving complex business problems. • Develop issue/ hypothesis trees and other relevant problem-solving approaches for addressing the business challenges. • Review and provide critical comments to delivery teams on industry factors that need to be taken into consideration for raising the bar on dashboarding, modelling, solving fuzzy problems and generating insights. • Develop relevant sales/ marketing collateral for supporting the go-to-market strategy for the industry • Track revenue and penetration into existing/ new accounts and formulate supply side approaches to drive growth around recruitment, skill building, certification, refreshes to frameworks, methodologies, tools, assets and solutions • Drive/ support proposal/ RFP response development for opportunities in the industry; support NBD and Account Management teams in sales pursuits in existing accounts • Drive/ support LatentView marketing/ sales events such as roundtables and workshops. Represent LatentView in external events/ conferences to share/ represent our POV on the industry. • Drive LatentView's consulting capability in the industry and anchor / participate actively in consulting engagements. Skill/ Experience Requirements: • Deep knowledge of the business strategy/ analytical models and approaches/ value propositions adopted by leading organizations in the industry. • Excellent understanding of the business drivers/ levers, processes in the industry and how organizations can use analytics for driving business impact. • Sound knowledge of the analytics landscape and maturity spectrum within the industry. Familiarity with the problem solving analytical techniques (math) and modelling/ visualization tools (technology) relevant to the industry. • Conviction and ability to articulate the business impact of moving up the analytics maturity curve to internal audience as well as target clients/ stakeholders. • 8+ years of analytics experience in the industry in a direct or consulting capacity helping organizations adopt a data/ analytics-based decision-making framework. • Exceptional problem solving, analytical, communication and inter personal skills.

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