Sr. Manager Trial Experience

Position: Sr. Manager, Trial Experience

Level: M4

Exempt/Non-Exempt: Exempt 

Location: USA(Remote)
Reports To: Director, Trial Experience

Shift: Sat-Wed, 8am - 4pm CST Hours

Who We Are:

HighLevel is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ employees across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our employees wherever they call home.

Our Website - https://www.gohighlevel.com/

YouTube Channel- https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post - https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Who You Are: 

As the Senior Manager of the Trial Experience Team, you will collaborate with customer-facing teams and managers to create win-win scenarios for stakeholders. You will lead, develop, and grow your team, bringing strategic thinking and organization to the role. You will monitor and drive your team’s KPIs, thriving in a high-accountability environment and leveraging your senior-level expertise in managing individuals and teams.

As a strategic leader, you will develop scalable business processes and empower a team dedicated to guiding prospective customers toward their goals with the HighLevel platform. You will ensure exceptional engagement from the start of trials and foster a results-oriented, collaborative environment. By building a team of subject matter experts, you will provide customers with strategic insights, ensuring their success and alignment with business strategies.

What You’ll Be Doing:

• Supervise a team of Trial Experience Managers focused on solving customer issues and achieving high levels of customer satisfaction.

• Support the organizational goals and participate in business planning activities such as staffing, goal setting, and resource planning.

• Lead and ensure your managers and teams are successful by coaching, developing, inspiring and holding them accountable against established KPIs, policies and procedures - measure and provide detailed analysis on success against team’s growth KPIs and metrics.

• Identify and implement process improvements and alternative solutions to drive team efficiency, productivity and engagement. 

• In partnership with the Director, Trial Experience, design and recommend sales targets & KPIs to optimize trial to paid efforts, and establish short & long term strategies. Measure and provide detailed analysis on success against team’s growth KPIs and metrics.

• Conduct consistent and impactful performance conversations, conflict management, constructive/subjective feedback, and coaching with team members, leads, and managers while fostering a high-performance culture that inspires the desire to succeed.

• Responsible for providing your teams with technical resources and advice, resolving problems, and disseminating advisories, warnings, and corrective action plans when warranted.

• Support manager in crafting and delivering warnings and corrective action plans, as needed.  

• Delegate and assign responsibilities and tasks based on team member strengths to foster an exceptional customer experience. 

• Confidently work with large amounts of data and have a data-minded approach to resource planning, goal setting, and analyzing its outcomes.

• Manage projects involving complex work streams and cross-functional collaboration - Communicate and collaborate with internal departments to create and confirm efficient workflows and relationships.

• Effectively build the morale of a group in a team setting that fosters the successful completion and achievement of team goals.

• Serve as an influential leader by demonstrating professionalism, operating in a fast-paced environment, taking ownership of your team’s success, and fostering a team culture of encouraging growth, innovation, and proactive problem solving. 

• Update job knowledge and managerial skills by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.

• Own the identification and implementation of automation and AI-driven solutions to improve team productivity, streamline workflows, and enhance the trial experience. Establish scalable operating practices, standardize processes, and drive continuous improvement to support business growth and operational efficiency.

• Act as an escalation point for high severity customer and team member issues that arise from within the team, directly from customers, or from other HighLevel functions.

• Other duties may be assigned and/or modified as business needs change.

What You’ll Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Experience/Education/Certifications Required:

• Bachelor’s Degree or Equivalent SaaS Experience is strongly preferred

• 10+ years of progressive experience leading fast-paced, results driven, customer-facing teams for a SaaS or Product-Led Growth startup company preferred

• 5+ years of experience with staffing/hiring, performance management, career conversations, coaching and developing front-line employees and junior managers required

• You are a true people manager at heart, you love mentoring, leading and contributing to the professional development of those around you

• A strong technical aptitude to help our users succeed with the HighLevel software

• Strong collaboration, time-management and prioritization skills are critical to the success of this role

• The ability to build and maintain strong relationships internally with senior leadership, teams and customers

• Strong experience using data/analytics tools to solve problems, measure the impact of your work, develop new projects and drive demonstrable customer and team success

• Ability to collaborate and influence cross-functional teams and champion new concepts and ideas

• Demonstrated approach and delivery to problem solving and conflict management

• Must be a go-getter, not afraid to ask questions, and take accountability for your results and your team’s results

• Demonstrated experience to learn quickly and apply new technologies to solve problems and bring these lessons to a team of direct reports

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

• Demonstrated ability to communicate well with colleagues, subordinates, and customers, both written and oral

• Experience working with and or ability to learn the use of various CRM Systems

• Working knowledge of topics such as Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO

• Working Knowledge of the following applications: Google Suite, Zoom, Facebook, Instagram, Slack, Linkedin and other social media

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

CUSTOMER OBSESSION

• Dedicated to ensuring team members act with customers in mind

• Empowers team members to utilize customer insights to drive & guide improvements for our product and services

• Strives to build a customer-focused culture by consistently ensuring customer expectations are met or exceeded

• Ensure your teams' customer commitments are met or exceeded

• Serves as a strategic partner to build, grow, and maintain long lasting customer relationships

DRIVE FOR RESULTS

• Drives self and team towards action oriented results

• Embraces and demonstrates inspirational leadership during times of ambiguity or change

• Seizes opportunities and is not fearful of acting quickly to address problems and challenges

• Coaches and motivates their teams to attain company KPI's

GOOD TO GREAT TEAMS

• Encourages the team to have learning opportunities to develop their skills

• Empowers the team to improve efficiencies as it relates to products, services and process improvements

• Fosters an environment of innovation and improvement

• Challenges the team to ideate on ways to "make the boat goes faster"

DO WHAT IS RIGHT

• Models high standards of honesty and integrity

• Takes ownership for all decisions regardless of the outcome

• Acts with the customer, team and company in mind

• Follows through on commitments and makes sure others do the same

DEVELOPING TEAMS

• Effectively develops, coaches and motivates their team members

• Creates a culture of appreciation by sharing wins and successes

• Ensure individual strengths and expertise are recognised and valued within the team

• Creates a climate in which people want to do their best by encouraging participation, input and driving the team towards solutions

• Focused on ensuring team goals are met or exceeded by empowering direct reports and holding them accountable for their KPI's

• Identify, develop, nurture and grow talent within the team