Senior Manager, Trial Experience

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

📋 Description

• Oversee Trial Experience Managers dedicated to addressing customer concerns and ensuring high levels of customer satisfaction.

• Contribute to organizational objectives through effective staffing, goal setting, and resource allocation.

• Mentor, develop, motivate, and hold managers and teams accountable for KPIs, policies, and procedures.

• Evaluate team growth KPIs and performance metrics.

• Recognize and implement process enhancements to boost efficiency, productivity, and engagement.

• Create and propose sales targets and KPIs to enhance trial-to-paid conversion initiatives.

• Develop both short-term and long-term strategic plans.

• Facilitate performance discussions, manage conflicts, provide feedback, and offer coaching.

• Supply technical resources and guidance; resolve issues and issue advisories, warnings, and corrective action plans.

• Assign responsibilities based on the strengths of team members.

• Oversee intricate projects and cross-functional workflows.

• Cultivate team morale and encourage growth, innovation, and proactive problem-solving.

• Identify and integrate automation and AI-powered solutions to enhance productivity and the trial experience.

• Establish scalable operational practices and standardized procedures.

• Serve as an escalation point for high-severity issues related to customers and team members.

⛳️ Requirements

• Bachelor’s Degree or equivalent experience in SaaS is highly preferred.

• Over 10 years of progressive experience leading fast-paced, results-oriented, customer-facing teams in a SaaS or Product-Led Growth startup is preferred.

• At least 5 years of experience in staffing/hiring, performance management, career discussions, coaching, and developing front-line staff and junior managers is required.

• Strong technical proficiency to assist users in succeeding with HighLevel software.

• Excellent collaboration, time management, and prioritization abilities.

• Capability to build and maintain robust relationships with senior leadership, teams, and clients.

• Significant experience utilizing data/analytics tools to address challenges, measure impact, develop projects, and drive success for customers and teams.

• Proficient in collaborating with and influencing cross-functional teams.

• Proven problem-solving and conflict management skills.

• Quick learner with the ability to apply new technologies effectively.

• Ability to develop and sustain deep knowledge of customers, data, business, and markets.

• Strong written and verbal communication skills.

• Experience with or the capability to learn various CRM systems.

• Familiarity with Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO.

• Knowledge of Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn, and other social media platforms.

• Availability to work from Saturday to Wednesday, 8 am to 4 pm CST.

🏝️ Benefits

• Remote-first work environment.

• Healthy work-life balance.

• Opportunities for educational advancement.

• Participation in professional publications, personal networks, and professional organizations.

• Equal Opportunity Employer.