Customer Success Advisor

**Who We Are**:
**Who You Are**:
This role is 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.
- 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 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

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.