Customer Success Manager

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 Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

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 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.

Roles & Responsibilities

What You’ll Be Doing:

• 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
• Crafting and delivering warnings and corrective action plans, as needed.  Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals
• 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
• Act 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 functions
• 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

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 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

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

CUSTOMER OBSESSION

• Dedicated to ensuring team members act with customers in mind
• Empowers team members to utilize customer insights to drive & guide improvements for our product and services
• Strives to build a customer-focused culture by consistently ensuring customer expectations are met or exceeded
• Ensure your teams' customer commitments are met or exceeded
• Serves as a strategic partner to build, grow, and maintain long lasting customer relationships

 DRIVE FOR RESULTS

• Drives self and team towards action oriented results
• Embraces and demonstrates inspirational leadership during times of ambiguity or change
• Seizes opportunities and is not fearful of acting quickly to address problems and challenges
• Coaches and motivates their teams to attain company KPI's 

GOOD TO GREAT TEAMS

• Encourages the team to have learning opportunities to develop their skills
• Empowers the team to improve efficiencies as it relates to products, services and process improvements
• Fosters an environment of innovation and improvementChallenges the team to ideate on ways to "make the boat goes faster"

DO WHAT IS RIGHT

• Models high standards of honesty and integrity
• Takes ownership for all decisions regardless of the outcome
• Acts with the customer, team and company in mind
• Follows through on commitments and makes sure others do the same

DEVELOPING TEAMS

• Effectively develops, coaches and motivates their team members
• Creates a culture of appreciation by sharing wins and successes
• Ensure individual strengths and expertise are recognized and valued within the team
• Creates a climate in which people want to do their best by encouraging participation, input and driving the team towards solutions
• Focused on ensuring team goals are met or exceeded by empowering direct reports and holding them accountable for their KPI's
• Identify, 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.

The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Roles And Responsibilities:

Taking the lead in driving inquiries and admissions for the online learning programs provided by HeyCoach.

Overseeing the complete sales life cycle, which includes engaging with a substantial number of qualified leads and guiding them through the enrollment process until final conversion.

Providing counseling and guidance to experienced professionals through phone or email interactions, assisting them in identifying courses that align with their career progression, and recommending the most suitable options.

Requirements

Strong technical aptitude and familiarity with technology-driven products and solutions.

Prior experience in successfully handling sales or business development with deals or transactions of a value exceeding 20,000 units of currency.

A minimum of 1-6 years of experience in the EdTech industry business-to-consumer (B2C) sales.

Demonstrating excellent proficiency in both verbal and written English communication is essential, knowing regional languages will be the cherry on the cake.

Having basic knowledge or preliminary experience with Customer Relationship Management (CRM) systems is preferred.

Responsibilities:

• Develop a growth strategy focused both on financial gain and customer satisfaction
• Conduct research to identify new markets and customer needs
• Arrange business meetings with prospective clients
• Promote the company’s products/services addressing or predicting clients’ objectives
• Prepare sales contracts ensuring adherence to law-established rules and guidelines
• Keep records of sales, revenue, invoices etc.
• Provide trustworthy feedback and after-sales support
• Build long-term relationships with new and existing customers
• Develop entry level staff into valuable salespeople

Responsibilities

·       Develop Python-based APIs using FastAPI and Flask frameworks.

·       Develop Python-based Automation scripts and Libraries.

·       Develop Front End Components using VueJS and ReactJS.

·       Writing and modifying Docker files for the Back-End and Front-End Components.

·       Integrate CI/CD pipelines for Automation and Code quality checks.

·       Writing complex ORM mappings using SQLAlchemy.

Required Skills:

·       Strong experience in Python development in a full stack environment is a requirement, including NodeJS, VueJS/Vuex, Flask, etc.

·       Experience with SQLAchemy or similar ORM frameworks.

·       Experience working with Geolocation APIs (e.g., Google Maps, Mapbox).

·       Experience using Elasticsearch and Airflow is a plus.

·       Strong knowledge of SQL, comfortable working with MySQL and/or PostgreSQL databases.

·       Understand concepts of Data Modeling.

·       Experience with REST.

·       Experience with Git, GitFlow, and code review process.

·       Good understanding of basic UI and UX principles.

·       Project excellent problem-solving and communication skills.

• Bring in industry best practices around creating and maintaining robust data pipelines for complex data projects with/without AI component
  • programmatically ingesting data from several static and real-time sources (incl. web scraping)
  • rendering results through dynamic interfaces incl. web / mobile / dashboard with the ability to log usage and granular user feedbacks
  • performance tuning and optimal implementation of complex Python scripts (using SPARK), SQL (using stored procedures, HIVE), and NoSQL queries in a production environment

• Industrialize ML / DL solutions and deploy and manage production services; proactively handle data issues arising on live apps
• Perform ETL on large and complex datasets for AI applications - work closely with data scientists on performance optimization of large-scale ML/DL model training
• Build data tools to facilitate fast data cleaning and statistical analysis
• Ensure data architecture is secure and compliant
• Resolve issues escalated from Business and Functional areas on data quality, accuracy, and availability
• Work closely with APAC CDO and coordinate with a fully decentralized team across different locations in APAC and global HQ (Paris).

•  Expert in structured and unstructured data in traditional and Big data environments – Oracle / SQLserver, MongoDB, Hive / Pig, BigQuery, and Spark
• Have excellent knowledge of Python programming both in traditional and distributed models (PySpark)
• Expert in shell scripting and writing schedulers
• Hands-on experience with Cloud - deploying complex data solutions in hybrid cloud / on-premise environment both for data extraction/storage and computation
• Hands-on experience in deploying production apps using large volumes of data with state-of-the-art technologies like Dockers, Kubernetes, and Kafka
• Strong knowledge of data security best practices
• 5+ years experience in a data engineering role
• Science / Engineering graduate from a Tier-1 university in the country
• And most importantly, you must be a passionate coder who really cares about building apps that can help people do things better, smarter, and faster even when they sleep

Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level. He/She will be responsible for inbound and outbound support tickets from the customer base and addressing customer Technical issues and concerns.

Key Responsibilities :

Manage, maintain, support and troubleshoot the mobile cloud environment and its related mobile devices and suggest adjustments and new system designs for future needs.

Experienced in a tech support role in managing Android, iOS or Windows devices

Work closely with operations and software engineering teams to design and implement scalable and high performance solutions for our platform as a service and internal management tools

Quickly and efficiently troubleshoot simple and complex issues in order to provide outstanding support for internal service level objectives

Deal directly with customers, and respond promptly to customer inquiries

Handle issues by providing the appropriate Root cause of the issue

Identify areas for process and efficiency improvement within Platform Services Operations; recommend solutions and assist in overseeing implementation. Actively facilitate continuous improvement

Technical Skills – Must Have:

Experience on mobile device platforms (Android, iOS, Windows or Mac) 
Knowledge on SAAS product support which has a cloud console -preferably in the mobility space
Working experience with Partners & Customers, Voice and Remote support
Worked on log collection and analyzing tools
Proficient in working on support desk/CRM tools such as Zoho/Zendesk/Salesforce
Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy
Resourceful in understanding IT communication, troubleshooting, debugging and maintenance in multi-platform environments.

Nice To Have :

Technical troubleshooting involving monitoring web-app performance, crash analysis etc
Should have basic experience in understanding help docs and articles.
Understanding of MDM, EMM on either of the platforms (Android, iOS, Windows & Mac) can be an added advantage.

Skills :

Must possess strong communication skills in English, both written and verbal
Quick learner and versatile.
Flexible to work in different shifts
Excellent Email communication is a must.
Strong ownership
An excellent problem solver with strong analytical skills

Experience required

• Strong hands-on experience in Core Java, JSP, Spring , Struts and Web Services (SOAP and REST)

• Should have good understanding Object Oriented Design , Domain Driven Design , Database (Oracle,DB2), ORM framework like Hibernate and JavaScript framework

• Should have awareness on OWASP security vulnerabilities. Knowledge on Security tools like Fortify Checkmarx CAST SonarQube etc will be value added

• Good understanding on DevOps concept (preferably working experience on Teamcity or Jenkins or Docker)

• Ability to quickly troubleshooting and diagnosis of the application issues.

• Provide support delivery and cross functional teams

• Strong in reviewing technical design

• Excellent communication skills

• Excellent customer handling skills

• Experience in OO, DI, IoC design patterns

• Recommend changes on project design concepts to improve efficiency.

• Develop design specifications, installation instructions and other system-related information.

• Verify stability, interoperability, portability, security and scalability of java system architecture.

• Evaluate current or emerging technologies to consider monetary factors of java program.

• Knowledge of Enterprise message bus