Key Facts

Remote From:

Mexico

Category: Implementation Engineer

Full time

Mid-level (2-5 years)

English

Hard Skills

Program Implementation Project Management Customer Success Management 3rd Party Systems Integration Change Management Freshdesk Marketing Communications Customer Relationship Management

Other Skills

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Communication
•
Technical Acumen
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Teamwork
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Problem Solving
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Time Management

Roles & Responsibilities

Associate degree or equivalent work experience
Minimum of two years of Customer success/software implementation/consulting experience or technical support
Strong verbal and written communication skills
IT technical skills and platform integrations

Requirements:

Listen and fully understand customer requirements and translate them into implementation plans
Develop, coordinate, and execute implementation project plans and resource activities
Monitor and exceed customer adoption and usage metrics
Provide guidance to customers to address critical issues impacting successful implementation

Job description

About Us

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.

Our People

With over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.

Our Impact

Every month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.Learn more about us on our YouTube Channel or Blog Posts

Who You Are:

As an Advisor your sole responsibility is positioning yourself as the subject matter expert on software business growth through the effective use of technology. The Advisor utilizes their expertise in business process/change management and software technologies by implementing software best practices and ensuring adoption and success with HighLevel software. Including detailed onboarding playbooks and building relationships with customers, business needs, and company.

Requirements:

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.

Design, create and manage applications, and software integration/migration deployments.

Implementation services are delivered within scope or manage any changes in project scope, plans.

Identify potential issues and collaborate with leadership when needed, to develop contingency

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 customers 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 customers 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.

Other duties may be assigned and/or modified as business needs change

Responsibilities:

Associate degree or equivalent work experience and a minimum of two years of Customer success/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 of 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 computer literacy, including MS Office Suite, Internet applications, and comfort and ability

EEO Statement:

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.

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