Customer Success Advisor

Who We Are:
HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. As a
profitable, disruptive, and fast-growing SaaS company, they caught the eye of many and
recently raised $60M in funding. Headquartered in Dallas, Texas, many team members
work for the company remotely from around the world while maintaining a strong company
culture and work-life balance. 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.
This role is a 100% remote

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 application, 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 customer 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 customer 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.

What You'll Bring:
● Associates degree or equivalent work experience and minimum of two years 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 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.
● Strong problem-solving skills.

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!