Sr. Manager Trial Experience

The role

You will lead and develop a team of Trial Experience Managers who guide prospective customers through trials of the HighLevel platform. You will track team KPIs, drive trial-to-paid conversion, and find process and automation improvements.

What you will do

• Supervise a team of Trial Experience Managers focused on customer issues and satisfaction.
• Coach, develop and hold managers accountable against KPIs, policies and procedures.
• Design sales targets and KPIs to optimize trial-to-paid efforts with the Director, Trial Experience.
• Analyze team growth KPIs and metrics in detail.
• Identify and implement process improvements and automation and AI-driven solutions.
• Participate in staffing, goal setting and resource planning.
• Manage complex, cross-functional projects and workflows.
• Lead performance conversations, conflict management and corrective action plans.
• Serve as the escalation point for high-severity customer and team issues.
• Other duties may be assigned as business needs change.

Required qualifications

• 5+ years of experience with staffing/hiring, performance management, coaching and developing front-line employees and junior managers
• 10+ years of progressive experience leading fast-paced, results-driven, customer-facing teams for a SaaS or Product-Led Growth company
• Bachelor's Degree or equivalent SaaS experience
• Strong technical aptitude to help users succeed with the software
• Strong collaboration, time-management and prioritization skills
• Experience using data and analytics tools to solve problems and measure impact
• Ability to influence cross-functional teams
• Ability to communicate well in writing and orally with colleagues, subordinates and customers
• Experience with or ability to learn various CRM systems
• Working knowledge of Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn and other social media
• Working knowledge of social media management, social media advertising, website/funnel building and SEO

Before you apply

• Remote role in the USA with a Saturday to Wednesday schedule, 8am - 4pm CST.

About the company

HighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs tools to build, automate and scale. The company has over 2,000 team members across 10+ countries and operates as a remote-first organization.