HighLevel · 1 day ago
Senior Success Operations Coordinator
United States
Full-time
Remote
Mid, Senior Level
4+ years exp
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Responsibilities
Works closely with the Manager of Success Operations to implement organizational strategies and goals related to technology, processes, and change management.
Assists the Manager of Success Operations in helping team leaders, managers, and department heads identify departmental needs and set goals.
Collaborates across multiple departments to help achieve organizational goals and objectives in a timely manner.
Deep understanding of customer lifecycle, retention strategies, and client relationship management.
Ability to design and implement scalable systems and workflows that improve operational efficiency and customer experience.
Proficiency in analyzing data and generating actionable insights (often using tools like Excel,HighLevel,Tableau,Pendo, etc.)
Experience with CRM tools and platforms.
Ability to lead, coach, and mentor a team, ensuring they are motivated and performing at their best.
Strategic thinking, ability to develop and execute long-term plans that align with the overall company goals and objectives.
Experience working with senior leadership to present insights and align on key initiatives.
Responsible for assisting with the implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as changes occur.
Oversees Success Ops Coordinators to ensure they adhere to the documentation of Customer Success procedures, processes, and internal training materials.
When necessary, works with Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices for using the current success systems and associated processes.
Executes on internal systems migrations, transition planning and implementations.
Monitoring, reporting and driving forward current and future tech stacks and systems.
Helps research, clean, and organize data and analytics, collaborating with Development and Data Analysts to create required reporting and analytics.
Assists in editing and optimizing reports (e.g., Pendo, HighLevel) and automations (e.g., Zapier, FreshDesk, HighLevel) to meet the evolving needs of the company.
Reports to the Manager of Success Operations on performance, optimizations, and upcoming initiatives.
Demonstrates technical acumen to execute plans and convert them into workable solutions.
Communicates a passion for customer success with a team player attitude.
Manages AI system migrations, including the transition to new customer success platforms, AI tools, and automation systems.
Coordinates data migration projects, ensuring the integrity, accuracy, and completeness of customer data as it moves between systems (CRM, customer success platforms, AI tools, etc.).
Manages the implementation of AI-based systems within the Customer Success function, ensuring seamless integration with existing platforms (e.g., CRM, support tools, data management systems).
Oversees AI tool selection, deployment, and configuration based on team needs and business objectives, ensuring alignment with customer success goals.
Collaborates across all facets of the Success Organization to ensure all AI-related tools are integrated and continuously optimized to provide optimal results.
Qualification
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Required
Associate's degree or equivalent work experience, with a minimum of two years in software project management, operations, consulting, or technical support.
At least four years of experience in an Operations role within the SaaS, Marketing, or SMB space.
Knowledge of internal systems, such as HighLevel App, ClickUp, Zapier, Freshworks Suite, Zoom, etc.
Ability to produce high-quality documents and SOPs that provide insight into the change management procedures for all company departments involved.
Strong understanding and proficiency in software solutions and professional service offerings.
Excellent written and verbal communication skills, with the ability to clearly articulate complex concepts and data to various audiences.
Ability to handle ambiguity in a dynamic and fast-paced collaborative work environment.
Prior experience utilizing various software integrations (e.g., Zapier, Freshworks, ClickUp, HighLevel, etc.).
Experience with Excel and/or Google Sheets at an advanced level.
Strong interpersonal communication skills.
Ability to collect, report, and assess data from various sources.
Strong analytical and organizational skills with superior attention to detail.
Ability to handle multiple tasks in a fast-paced environment.
Strong analytical skills, with demonstrated ability to use data and AI to generate actionable business insights.
Proven experience with data analysis and reporting tools (e.g., Tableau, Power BI, SQL) to leverage customer data for insights.
Preferred
Basic to advanced understanding of CSS, HTML, and/or API is not required but is a major plus for applicants.
Experienced with AI-driven customer success tools and platforms, such as AI-based CRMs, chatbots, and automated customer engagement solutions.
Company
HighLevel
HighLevel is a marketing and advertising platform that captures message leads via voicemail, SMS, emails, FB messenger, and more.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$60MKey Investors
General AtlanticPeakequity
2024-04-11Private Equity
2021-11-04Private Equity· $60M
Leadership Team
Varun Vairavan
Co-Founder
Joyce Boss
Chief Financial Officer
Recent News
2024-11-16
2024-04-14
2023-10-25
Company data provided by crunchbase
