Success Operations Coordinator

hace 1 semana

Xico, México Highlevel Inc. A tiempo completo

About the Role:

This position plays a crucial role in supporting the Success Operations team at HighLevel Inc. by coordinating leadership objectives and implementing technological solutions to enhance the Support & Success Teams' efficiency.

Key Responsibilities:

  • Collaborate with Success Operations Managers to develop and implement organizational strategies and goals related to technology, processes, and change management.
  • Assist in identifying departmental needs and goals, and work with team leaders, managers, and department heads to achieve them.
  • Collaborate across multiple departments to complete assigned organizational goals and objectives in a timely manner.
  • Responsible for assisting with implementation and change management processes of assigned projects, ensuring all stakeholders are consulted, informed, and equipped as change occurs.
  • Document and optimize Customer Success procedures, processes, and internal training materials.
  • Work with the Billing, Customer Care, Marketing, and other related teams to train and guide them on best practices and usage of our Support Ticketing System and processes.
  • Assist in the integration of our Support Ticketing System with Zapier, Zoom, and our company data warehouse.
  • Assist in researching, cleaning, and organizing data and analytics, and work with Development and Data Analysts to create required reporting and analytics.
  • Assist in editing and optimizing reporting (Pendo, Highlevel) as well as automations (Zapier, Highlevel, FreshDesk) due to the ever-evolving needs of the company.
  • Report weekly on performance and upcoming initiatives.
  • Demonstrate technical acumen to execute plans given into workable solutions.
  • Communicate a passion for customer success with a team player attitude.

Requirements:

  • Associates degree or equivalent work experience and minimum of two years in software Project Management/consulting experience or technical support.
  • Five years of experience in an Operational role, preferably in a Technical Support Call Center or Professional Services organization.
  • Knowledge of internal systems preferred (HighLevel App, ClickUp, Zapier, Freshdesk, Zoom, etc).
  • Ability to produce high-quality documents, SOP's that provide insight into the change management procedures for all company departments involved.
  • Strong understanding and proficiency in software solutions and professional service offerings.
  • Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment.
  • Prior experience utilizing various software integrations (Zapier, Freshworks, ClickUp, HighLevel etc).
  • Experience with Excel and/or Google Sheets at an advanced level.
  • Strong interpersonal communications 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.
  • A basic to advanced understanding of CSS, HTML, and/or API is not required for the position, however, it is a major plus for applicants of this role.

EEO Statement:

At HighLevel Inc., we value diversity and believe it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities, and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way.

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