Full-Time

Manager – Customer Success

Spanish Language Expertise

Confirmed live in the last 24 hours

HighLevel

HighLevel

Mid, Senior

Remote in USA

Candidates must be based in the United States.

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Data Analysis
Excel/Numbers/Sheets

You match the following HighLevel's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Fluency in Spanish and English is required
  • Associate / Bachelor's degree or equivalent experience
  • 4+ Years in management
  • SaaS software experience
  • Several years running technical customer-facing teams.
  • Experience in managing a team of over 20+
  • Project management skills
  • 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
  • The ability to partner with customers and team members in developing their strategic direction
  • The candidate is technically savvy and has an interest in leveraging data, analytics and automation to drive demonstrable customer and team success
  • 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
  • Demonstrated verbal and written communication skills.
Responsibilities
  • Influence others, lead, coach and empower, through motivation and encouragement, to accomplish team goals and foster a positive team culture.
  • Accomplishes customer success human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • 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.
  • Drive business improvements based on customer feedback
  • 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
  • Interpret data that translates into action to improve the team.
  • 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
  • Work with Product to prioritize customer features and requests
  • 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
  • Collaborate with product team by providing status updates and customer feedback
  • 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

Company Stage

N/A

Total Funding

N/A

Headquarters

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Founded

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