Senior Business Analyst

About Us

HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million domain names.

Our People

With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact

As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.

Who You Are

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

What You’ll Do:

• 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. Accomplishes customer success human resource
• Manages employee recruitment, selection, training, scheduling, coaching, counseling, and discipline. Communicates job expectations, monitors performance, appraises contributions, plans compensation, and enforces policies.
• 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
• Can include managing or engagement with enterprise accounts
• 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
• Managing customer complaints, CSAT results and relationships to assure customers satisfaction.
• Facilitate proper delegation to team members in the proper roles.
• Building 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

What You’ll Bring

• Bachelor’s degree or equivalent experience
• 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management
• 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals.
• 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
• Bachelor’s degree or equivalent experience
• 7+ years of experience leading customer facing, SaaS teams (CSM, Onboarding or Account Management
• 3+ years experience managing and leading technical, customer-facing teams of 12+ individuals.
• Dedicated people manager, you are passionate about mentoring, leading, and contributing to the professional development of your team.
• Experience with cross-functional collaboration (Implementation, Account Management, Product, Support, Training)
• Hands-on experience with CRM, CS, and workflow tools (e.g., Freshdesk, Tableau, etc.)
• Strong analytical, process-building, and program management skills (KPI and SOP ownership).
• Demonstrated data driven approach to problem solving.
• Track record of coaching, mentoring, and empowering high-performance teams
• Excellent communication, collaboration, presentation and time-management skills
• Proactive and inquisitive; not hesitant to seek clarification.

Equal Employment Opportunity Information

The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

• Looking for 2+ Years of Java Developers.
• Looking for Immediate joiners.
• Application development experience in Spring Framework, Spring MVC ,Spring Boot.
• Experience in designing and developing microservices.
• Experience in data structures.

• Must have knowledge of Website testing and API testing
• Must have knowledge of Linux and SQL
• Should have hands on automation experience with Selenium and developed multiple frameworks
• Should have worked on Robot Framework and can develop automation framework from scratch
• Must have worked on cloud providers such as BrowserStack, SauceLabs, PCloudy, etc.
• Must have worked on running tests parallely on multiple browser instance
• Should knowledge of at least one interpreted programming language like Python OR Java
• Should have worked on CI/CD tool such as Jenkins, CircleCI, TravisCI, TeamCity

• A Golang developer role is to build optimized, scalable, and modular software using required technologies. You are tasked with developing and coding back-end components and connecting applications to other web services.

• Research and test new technologies
• Collaborating with others to build and develop a quality
• Monitoring and Oversee company’s data
• Managing users and user roles
• Detecting, announcing, and correcting errors
• Proposing alternative solutions

• To cooperate with other stakeholder to design, develop, test, release and improve services
• Maintain development standards, practices & principles
• Build scalable and maintainable software
• Analytical approach on what and how

• At least 4 years of experience with Golang.
• Have expertise in implementing micro services (using tools and technologies for messaging, RPC, containerization, etc.)
• Experience working with SQL/NoSQL databases, ability to write complex queries and optimize them
• Understanding of containerization technologies (Docker, RKT, Kubernetes, etc.)
• Basic experience with CI/CD systems (Jenkins, TeamCity, GoCD, Concourse, etc.)
• Basic experience working with AWS/Google Cloud

MTX Group Inc. is seeking a motivated AI Solution Architect to join our team. MTX Group Inc. is a global implementation partner enabling organizations to become fit enterprises. MTX provides expertise across various platforms and technologies, including Google Cloud, Salesforce, artificial intelligence/machine learning, data integration, data governance, data quality, analytics, visualization and mobile technology. MTX’s very own Artificial Intelligence platform Maverick, enables clients to accelerate processes and critical decisions by leveraging a Cognitive Decision Engine, a collection of purpose-built Artificial Neural Networks designed to leverage the power of Machine Learning. The Maverick Platform includes Smart Asset Detection and Monitoring, Chatbot Services, Document Verification, to name a few.

Responsibilities:

• Creative translation of business needs into a conceptual, logical and physical architecture design of the solution
• Collaboration with the technical teams needed to deliver the design
• Leading architecture and design competency for the automation technology stack
• Strategic direction for maximizing simplification and re-use lowering overall TCO
• Creation of solutions which adhere to Enterprise Architecture, Development, and Information Risk Management standards and policies
• Collaboration with developers and engineering teams resolving the most challenging tasks ensuring the proposed design is properly implemented.
• Proactively identify and address technical strengths, weaknesses, opportunities and threats across the automation landscape
• Strategy for managing the changes to the architecture (new business needs, technology changes, etc.)
• Explain architecture standards and recommendation to business partners and drive alignment

What you will bring:

• Minimum 5 years of hands-on experience in the IT field, at least 3 years in IT architecture
• Solid experience as solution and platform architect, providing technical leadership and guidance designing enterprise software.
• Proven track record at managing multiple projects in fast paced cross-functional team environment.
• 1+ year year experience working with chatbots is a plus
• 2+ years hands-on experience with Microsoft Azure and Amazon Web Services
• Working knowledge of Machine Learning, techniques, algorithms, natural language processing
• Certifications in multiple cloud platforms is ideal
• 2+ years of experience working in an Agile Scrum / DevOps development methodology.

What we offer:

• Group Medical Insurance (Family Floater Plan - Self + Spouse + 2 Dependent Children)
• Sum Insured: INR 5,00,000/- 
• Maternity cover upto two children
• Inclusive of COVID-19 Coverage
• Cashless & Reimbursement facility
• Access to free online doctor consultation

• Personal Accident Policy (Disability Insurance) -

• Sum Insured: INR. 25,00,000/- Per Employee
• Accidental Death and Permanent Total Disability is covered up to 100% of Sum Insured
• Permanent Partial Disability is covered as per the scale of benefits decided by the Insurer
• Temporary Total Disability is covered

• An option of Paytm Food Wallet (up to Rs. 2500) as a tax saver  benefit
• Monthly Internet Reimbursement of upto Rs. 1,000 
• Opportunity to pursue Executive Programs/ courses at top universities globally
• Professional Development opportunities through various MTX sponsored certifications on multiple technology stacks including Salesforce, Google Cloud, Amazon & others

• 1+ years of experience with Android
• Basic understanding of Kotlin
• Experience with Android Architecture Components Like ViewModel, LiveData, Data BInding, Navigation etc.
• Experience with frameworks like OkHttp, Retrofit, androidx, moshi, picasso, among others.
• Experience with design patterns and industry trends
• Understanding that great code is also maintainable code.