Success Operations Coordinator
5 months ago
**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.
**YouTube Channel**:
**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**:
This position works closely with Success Operations Managers to coordinate Leadership objectives for our growing Support & Success Teams. Predominantly, the Success Technology & Integrations Coordinator will implement, maintain and manage the numerous automations, integrations and other technological requirements our Success Team requires to handle all inbound Support & Success Requests, including, but not limited to: Highlevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, Zoom, and Zapier. As an assistant in change management, utilizing Agile Project Management methodologies, the Coordinator will help drive these projects to completion on-time, with flawless execution and mínimal disruption.
This position is also responsible for documentation of technological processes through maintaining field definition workbooks and internal technical manuals.
**Responsibilities**:
- Works with Success Operations Managers to implement organizational strategies and goals as related to technology, processes, and change management
- Assists Success Operations Managers with helping team leaders, managers, and department heads to identify departmental needs and goals
- Collaborates across multiple departments to assist in completing assigned organizational goals and objectives in a timely manner
- Responsible for assisting with implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs
- Documents and optimizes Customer Success procedures, processes, and internal training materials
- When necessary/appropriate, work with the Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices and usage of our Support Ticketing System and processes.
- Assist in the integration of our Support Ticketing System with Zapier, Zoom, and our company data warehouse
- Assists in researching, cleaning and organizing data and analytics, also working with Development and Data Analysts to create required reporting and analytics
- Assists in editing and optimizing reporting (Pendo, Highlevel) as well as automations (Zapier, Highlevel, FreshDesk) due to the ever evolving needs of the company
- Report weekly on performance and upcoming initiatives
- Demonstrate technical acumen to execute plans given into workable solutions.
- Communicate a passion for customer success with a team player attitude.
**Requirements**:
- Associates degree or equivalent work experience and minimum of two years in software Project Management/consulting experience or technical support.
- Five years of experience in an Operational role, preferably in a Technical Support Call Center or Professional Services organization
- Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshdesk, Zoom, etc)
- Ability to produce high-quality documents, SOP’s that provide insight into the change management procedures for all company departments involved
- Strong understanding and proficiency in software solutions and professional service offerings
- Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment
- Prior experience utilizing various software integrations (Zapier, Freshworks, ClickUp, HighLevel etc)
- Experience with Excel and/or Google Sheets at an advanced level
- Strong interpersonal communications skills
- Ability to collect, report and assess data from various sources
- Strong analytical and organizational skills with superior attention to detail
- Ability to handle multiple tasks in a fast paced environment
- A basic to advanced understanding of CSS, HTML and/or API is not required for the position, however, it is a major plus for app
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