Manager, Implementation

41 minutes ago

Delhi, Delhi, India HighLevel Full time ₹ 12,00,000 - ₹ 45,00,000 per year
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 Implementation is responsible for leading and inspiring the Customer Success team. The Manager of Implementation 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. They 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 Implementation 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

  • Manager, Implementation

    3 hours ago

    Delhi, Delhi, India HighLevel Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About UsHighLevel 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....

  • Manager - ERP Implementation

    5 days ago

    Delhi, Delhi, India Mavenbmc Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    ERP Implementation to lead & support ERP deployment across the organization. Deep understanding of ERP systems (such as SAP, Oracle, Microsoft Dynamics, or similar)strong cross-functional coordination skills.Monitor project timelines,budgets,risks., Required Candidate profileERP Implementation to lead & support ERP deployment across the organization. Deep...

  • Zoho One Implementation Manager

    1 week ago

    Delhi, Delhi, India SearchingYard Group Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionAt SearchingYard Group, we redefine technological possibilities by blending innovation with excellence to deliver transformative digital solutions. With a global presence in over 6 regions and 11+ countries, supported by an experienced team of tech experts, we are your trusted partner in navigating the complexities of the digital world....

  • Flexera Tooling Implementation Specialist

    2 weeks ago

    Delhi, Delhi, India Zorba Consulting Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    Role Overview :We are seeking a seasoned Flexera Tooling Implementation Specialist with extensive hands-on experience in the end-to-end implementation, configuration, and management of the Flexera Software Asset Management (SAM) tool. As a tooling expert and solution architect, you will be responsible for ensuring the Flexera platform is correctly...

  • Implementation Specialist INDIA

    2 weeks ago

    Delhi, Delhi, India Base Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    At Base, our mission is to empower entrepreneurs to succeed in the global e-commerce landscape. We provide a technology platform that revolutionizes their online sales operations.Our international team, spanning from Europe to the Americas, delivers a comprehensive, all-in-one solution to thousands of merchants worldwide. We offer seamless integrations with...

  • SAP Ariba Implementation Lead

    7 days ago

    Delhi, Delhi, India Itmc Systems Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Required Skills & Experience7+ years experience leading procurement technology implementations in an enterprise environment.Strong experience leading technical implementation/integration between SAP Ariba and other procurement platforms.Ability to collaborate with procurement, IT, and vendor teams to ensure seamless data flow, compliance, and...

  • Head EdTech Strategy and Implementation

    2 weeks ago

    Delhi, Delhi, India Arthan Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    The role requires a strong balance of strategic thinking, execution excellence, and people leadership to deliver measurable learning outcomes at scale Key responsibilities include, but are not limited to Strategy and Thought Leadership Develop and monitor annual objectives, key results, and implementation roadmaps for EdTech and AI-led learning...

  • Cloud Expert- Cloud Implementation/Operations

    2 weeks ago

    Delhi, Delhi, India Talent Worx Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Cloud Expert- Cloud Implementation/OperationsRequirementsPosition Overview:Seeking an experienced Cloud Implementation Expert to lead and execute cloud implementationinitiatives for various ministries and departments. The ideal candidate will be responsible formigrating existing systems to the cloud, managing cloud adoption, and ensuring that the...

  • Implementation & Support Specialist – Trucking ERP

    1 week ago

    Delhi, Delhi, India 6f2c20cd-fc6f-419f-99ef-74ec4c57ecd6 Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Company DescriptionTrucksarthi is a digital platform built for India's fleet owners and transport brokers. It streamlines operations by allowing users to manage trip bookings, vehicles, drivers, and clients from a single dashboard. The platform simplifies compliance with integrated tools for generating E-Way Bills and GST invoices, while supporting financial...

  • Implementation Project Coordinator Team Lead

    3 days ago

    Delhi, Delhi, India NCR Corporation Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job ResponsibilitiesEfficiently manage and handle operation related to ATM site construction and installation/operationalization of new ATM and Bank Branch Turnkey Projects within stipulated time and budget frame.Branch project management activities including project scoping, estimation, planning, finalization of technical specifications, resource...