Senior Technical Architect - Java

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.

About the Role:

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 

Requirements:

• Associate / Bachelor's degree or equivalent experience
• 4+ Years in management
• SaaS software experience
• Several years running technical customer-facing teams.
• Experience in managing a team of over 20+
• Project management skills
• 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
• The ability to partner with customers and team members in developing their strategic direction
• The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
• 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
• Fluent in English.
• Demonstrated verbal and written communication skills.

Responsibilities:

• Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
• Accomplishes customer success human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• 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.
• Drive business improvements based on customer feedback
• 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
• Interpret data that translates into action to improve the team.
• 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
• Work with Product to prioritize customer features and requests
• 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
• Collaborate with product team by providing status updates and customer feedback
• 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

Position : QA/Test engineer -Cypress

Location:Hyderabad/bangalore/pune

Experience: 5+

Mode: Hybrid

Job Description:

• looking for someone to be responsible for the quality of the product, which would include both manual and automated testing of our web and mobile products.
•  Experience using Javascript/Typescript test frameworks is recommended. 
• Experience with load/performance testing is definitely a plus, but we would also take someone with only functional testing experience
• Should have experience in Mobile testing
• Should have real time experience in Downloading/Installing a new Build and test Latest version of the game
• Functional testing
• Automation Selenium with Java
• Postman API Testing and RestAssured API Automation
• Agile Methodology

Work with the manager through the entire analytical and machine learning model life cycle:

⮚ Define the problem statement

⮚ Build and clean datasets

⮚ Exploratory data analysis

⮚ Feature engineering

⮚ Apply ML algorithms and assess the performance

⮚ Codify for deployment

⮚ Test and troubleshoot the code

⮚ Communicate analysis to stakeholders

Technical Skills

⮚ Proven experience in usage of Python and SQL

⮚ Excellent in programming and statistics

⮚ Working knowledge of tools and utilities - AWS, DevOps with Git, Selenium, Postman, Airflow, PySpark

Job responsibility:

• Hire and mentor a team of high-calibre front-end and Backend engineers
• Design and develop new user-facing full-stack applications.
• Building reusable components and front-end, backend libraries for future use
• Optimizing pages for maximum performance across a vast array of web-capable devices and browsers
• Optimize Backend to high scale.

Skills and Experiences:

• 6+ years of experience in software development with minimum 1 year as a tech lead.
• Experience in NodeJS, ReactJS, PostgreSQL, Redis, AWS.
• Deep understanding of at least one of React JS / Vue JS and its core principles
• Deep understanding of NodeJS.
• Experience with common front-end development tools such as babel, webpack, npm
• Familiarity with at least one code versioning tools such as Git, SVN etc.
• Good understanding of quality JavaScript code (Object oriented and commonly used design patterns)
• Capable of debugging complex issues in JavaScript
• Experience in building complex single page applications with front end and backend.
• Experience with production full stack environment debugging and DevOps experience.
• Familiarity with RESTful APIs
• Hands on coding experience.

Good to have:

• Advanced knowledge of HTML5, CSS3 and responsive web development.
• Experience with writing unit test cases with JS frameworks.
• Experience with high scalable applications.

Responsibilities:

• Respond to customer queries and customers concern
• Provide support for data collection to enable Recovery of the account for end user.
• Maintain a deep understanding of client process and policies
• Reproduce customer issues and escalate product bugs
• Provide excellent customer service to our customers
• You should be responsible to exhibit capacity for critical thinking and analysis.
• Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment

Requirements:

• Graduate (Any Discipline)
• Previous experience in a customer service role chat/email/voice
• Effective probing skills and analyzing / understanding skills
• Analytical skills with customer centric approach
• Excellent proficiency with written English and with neutral English accent
• Excellent English - Verbal & Written (Highly Professional English)
• Excellent Excel Capabilities as we need to submit monthly SLA reports to clients. (Should be an expert)