Implementation Advisor

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Actively listen to and comprehend customer requirements and challenges, translating them into actionable implementation plans.

• Develop, coordinate, and execute project plans for implementation, upgrades, and conversions, along with task schedules and resource activities to ensure timely and effective delivery.

• Design, create, and manage application deployments, as well as software integration and migration processes.

• Ensure that implementation services are delivered within the defined scope, or manage any alterations to project plans and scope.

• Identify potential challenges and collaborate with leadership as necessary to formulate contingency plans.

• Collaborate with various departments and personnel to ensure that customer needs are effectively communicated.

• Proactively follow up with lagging or disengaged accounts to guarantee successful implementation of HighLevel in their business.

• Assist in educational webinars, workshops, and other training initiatives.

• Stay informed about product features and updates.

• Identify opportunities to optimize procedures, boost revenue, and enhance product efficiency.

• Update customer journey playbooks regularly.

• Demonstrate technical expertise to transform plans into viable solutions.

• Exhibit a passion for customer success while maintaining a team-oriented approach.

• Monitor, anticipate, and surpass customer adoption and usage metrics, including renewals and net promoter scores.

• Analyze approved customer content and devise a transition or migration plan.

• Provide customers with guidance on best practices, risks, and changes that may affect institutional processes and timelines.

• Responsible for achieving consulting milestones and adhering to the agreed-upon implementation schedule.

• Offer assistance to customers in resolving critical or outstanding issues that affect successful implementation.

• Lead the consulting engagement throughout the implementation process.

• Foster collaboration between internal teams and customers to meet milestones and deliverables.

• Address basic support requests during the implementation phase.

• Build strong relationships with new accounts to ensure enthusiasm for HighLevel and set them up for long-term success.

• Continuously seek to improve the onboarding delivery process.

• Maintain product knowledge and engage in ongoing education.

• Participate in cross-training with other success functions.

• Perform additional duties as assigned or modified based on business needs.

⛳️ Requirements

• An associate degree or equivalent work experience, along with at least two years of experience in customer success, software implementation, consulting, or technical support.

• 2-3 years of experience with HighLevel or similar vertical solutions.

• Strong skills in tact and diplomacy when handling sensitive customer issues, paired with exceptional follow-through and communication abilities.

• Capacity to manage multiple tasks in a fast-paced environment.

• Familiarity with internal systems is preferred (HighLevel, Freshdesk, etc.).

• Solid understanding and proficiency in software solutions and professional services.

• Preferred experience of at least 2 years in customer consulting roles.

• Marketing experience of 2+ years is an advantage!

• Excellent verbal and written communication skills.

• IT technical skills and experience with platform integrations.

• Experience managing a diverse group and training individuals according to company standards.

• Strong communication skills, both verbal and written, along with effective presentation capabilities for customers and leadership.

• A self-starter with a strong sense of ownership, assertive follow-through, and a commitment to achieving the highest level of customer satisfaction.

• Ability to navigate ambiguity in a dynamic, fast-paced collaborative work environment.

• Strong analytical and organizational skills with meticulous attention to detail.

• Capability to produce high-quality documents, standard operating procedures (SOPs), and customer journey playbooks.

• Proficiency in computer literacy, including MS Office Suite, internet applications, and a comfort with technology.

🏝️ Benefits

• EEO Statement: The company is an Equal Opportunity Employer.

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