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 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
The base salary range for this position is
$90000- $115000 annually#LI-Remote #LI-SV1
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
