Manager, Trial Experience - SaaS

1 week, 3 days ago
Full-time
Senior
Customer and Technical Support
HighLevel

HighLevel

HighLevel provides an all-in-one sales and marketing platform that agencies can white label and resell, offering tools and resources designed to help businesses consolidate their marketing efforts and achieve their growth objectives.

Internet Software & Services
251-1K
Founded 2018
$60M raised

Description

  • Lead, coach, and empower the Trial Experience Team to achieve team goals and maintain a positive culture.
  • Monitor, measure, and analyze team KPIs, growth metrics, and performance against established policies and procedures.
  • Conduct performance conversations, coaching, conflict management, and feedback sessions with team members, leads, and managers.
  • Identify and support process improvements and alternative solutions to improve efficiency, productivity, and engagement.
  • Interpret data and translate insights into actions that improve team outcomes.
  • Provide technical resources and advice to support customers and resolve problems.
  • Issue warnings and corrective action plans when needed.
  • Lead escalation handling for high-severity issues from customers, the team, or other departments.
  • Support trial engagement and help guide customers and team members toward success on the HighLevel platform.
  • Collaborate across teams and adapt responsibilities as business needs change.

Requirements

  • Bachelor’s degree or equivalent SaaS experience is strongly preferred.
  • 5+ years of progressive experience leading fast-paced, results-driven, customer-facing teams in a SaaS or product-led growth startup environment preferred.
  • 3+ years of experience with staffing, hiring, performance management, career conversations, coaching, and developing front-line employees and junior managers required.
  • Strong technical aptitude to help users succeed with HighLevel software.
  • Strong collaboration, time-management, and prioritization skills.
  • Ability to build and maintain strong internal and external relationships.
  • Strong experience using data and analytics tools to solve problems and measure impact.
  • Ability to collaborate with and influence cross-functional teams.
  • Demonstrated problem-solving and conflict management skills.
  • Experience with CRM systems, or ability to learn them, plus working knowledge of social media management, social media advertising, website/funnel building, SEO, Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn, and other social media tools.

Interested in this position?

Apply directly on the company website

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