Manager, Trial Experience

Who We Are:
HighLevel is an all-in-one, white-label marketing platform for agencies & consultants. Our goal as a business is to create a sustainable, powerful, “all things marketing” operating system that creates limitless opportunities for our customers. With over 60,000 customers, we need people like YOU to help us grow and scale even further in the coming years.

We currently have 800+ employees worldwide, 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, above all, encourage a healthy work-life balance for our employees wherever they call home.

Who You Are:
As a Manager, Trial Experience, you will be at the forefront of value-driven conversations with prospective clients and existing team members. You will be someone who is passionate about solving problems, handles escalations, nurtures prospective customers, loves all things data, and is looking to make a high-impact role in a high-growth startup. As a Manager, Trial Experience, you will be responsible for working with our customer-facing teams to drive win- win scenarios for internal and external stakeholders. In order to succeed in this position, you must have a solid technical understanding of HighLevel's platform, combined with the ability to build rapport with potential customers, and the ability to build and lead a successful team.

Additionally, you are a passionate people leader who jumps at the opportunity to create repeatable consistent business processes. You’re searching for your chance to support a team of people who guide prospective customers to achieving their business success with the HighLevel platform. You will lead a team that provides world class engagement the moment a prospect starts their trial of the HighLevel platform. You will create a results based atmosphere that allows for autonomy on some projects and fosters collaboration on others.

In this role, you will create a team of subject matter experts that our prospective customers will look to for answers on how the HighLevel platform fits into their business strategy and how to make them successful. Our Manager, Trial Experience will tie it all together with a team of people who embrace an all hands on deck attitude.

What You’ll Be Doing:

• Hire, train, mentor a team of Trial Experience Specialists who engage and nurture new customer relationships
• Align and create scalable processes, reports, and standard operating procedures that ensure the HighLevel SEs can articulate how the HighLevel Platform will impact the customer’s goals, needs and objectives
• In partnership with the Director of Trial Experience, designs and recommends sales target KPI's to optimize trial to paid efforts and establishes short & long term strategies - measure and provide detailed analysis on success against team’s growth KPI's and metrics
• Create, lead and ensure your teams are successful by coaching, developing, inspiring, motivating, encouraging and holding them accountable against established KPIs, SOPs, playbooks, road maps, policies and procedures
• Conduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback and coaching with team members and team leads while fostering a high performance culture that inspires the desire to succeed
• Responsible for providing your teams with resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted
• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience
• Develop a strong rapport with an established team of Trial Experience Specialists, along with a variety of business teams, departments, and leaders across the business
• Regularly balance the expectations of a team with individual duties and responsibilities
• Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals
• Occasionally engage with a pipeline of new business customers through inbound customer engagement
• Learn, understand, and be able to articulate the Value Proposition of the HighLevel platform to impact conversion to trial metrics
• Exercise judgment in developing and implementing methods and techniques to obtain desired results following industry best practices
• Support other initiatives, as needed

What You’ll Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education/Certifications Required:

• Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred
• 5+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred
• 3+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required
• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you
• A strong technical aptitude to help our users succeed with the HighLevel software
• Strong collaboration, time-management and prioritization skills are critical to the success of this role
• The ability to build and maintain strong relationships internally with senior leadership, teams and customers
• Strong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team success
• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas
• Demonstrated approach to problem solving and conflict management
• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results
• Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports
• Ability to develop and maintain deep knowledge of customers, data, business, and markets
• Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral
• Experience working with and or ability to learn the use of various CRM Systems
• Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO
• Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn and other social media

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.