Implementation Advisor

Job description

About Us HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, comprised of agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames. Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home. Our Impact As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen. Learn more about us on our YouTube Channel or Blog Posts Who You Are: As an Advisor your sole responsibility is positioning yourself as the subject matter expert on software business growth through the effective use of technology. The Advisor utilizes their expertise in business process/change management and software technologies by implementing software best practices and ensuring adoption and success with HighLevel software. Including detailed onboarding playbooks and building relationships with customers, business needs, and company. Requirements: Listen and fully understand customer requirements and ‘pain points’ and translate customer requirements into implementation plans. Develop, coordinate, and execute implementation/upgrade/conversion project plans, task schedules, and resource activities to ensure on-time and effective project delivery. Design, create and manage applications, and software integration/migration deployments. Implementation services are delivered within scope or manage any changes in project scope, plans. Identify potential issues and collaborate with leadership when needed, to develop contingency Working with other departments and personnel to ensure information on customer needs are communicated. Follow up relentlessly with lagging or non-engaging accounts to ensure they implement HighLevel successfully in their business. Assist in Educational webinars, workshops, and more. Staying up to date with product features and releases. Identifies opportunities to streamline procedures, enhance revenue and improve product efficiency. Updates customer journey playbooks. Demonstrate technical acumen to convert plans into workable solutions. Communicate a passion for customer success with a team player attitude. Monitor, anticipate, and exceed customer adoption and usage metrics (i.e., renewals and net promoter scores). Conduct analysis of approved customer content and create a transition plan or migration plan. Advise customers on best practices, risks, and changes that impact institutional processes and timelines. Responsible for driving consulting milestones and achieving the agreed-upon implementation schedule. Provide guidance to customers to address critical and/or outstanding issues impacting the successful Implementation. Actively lead the consulting engagement throughout the implementation. Drive collaboration between internal functional teams and customers to achieve milestones and deliverables. Handle basic support requests during the implementation phase. Develop a strong rapport with new accounts to ensure they are enthusiastic about HighLevel and set up for long-term success. Always looking for ways to improve our onboarding delivery. Maintain product knowledge and consistent education. Cross-training with other success functions. Other duties may be assigned and/or modified as business needs change Responsibilities: Associate degree or equivalent work experience and a minimum of two years of Customer success/software implementation/consulting experience or technical support. 2-3 years of experience using HighLevel or other similar vertical solutions. Strong skills, tact and diplomacy in dealing with sensitive customer issues, with exceptional follow-through ability and communication skills. Ability to handle multiple tasks in a fast-paced environment. Knowledge of internal systems preferred (HighLevel, Freshdesk, etc.). Strong understanding and proficiency in software solutions and professional service offerings. 2+ years of customer consulting work experience preferred. 2+ years of marketing experience is a plus! Strong verbal and written communication skills. IT technical skills and platform integrations. Experience in managing a diverse group and training each according to company standards. Great communication skills, verbal, written, and presentation capabilities with both customers and leadership. Self-starter, with a strong sense of ownership, assertive follow-through, and a passion for the highest level of customer satisfaction. Ability to handle the ambiguity that arises from time to time in a dynamic and fast-paced collaborative work environment. Strong analytical and organizational skills with superior attention to detail. Ability to produce high-quality documents, SOP’s and customer journey Playbooks. Strong computer literacy, including MS Office Suite, Internet applications, and comfort and ability Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. #LI-Remote #LI-KK1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing responses. 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. Equal Employment Opportunity Information The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision. #LI-Remote #LI-KK1We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing responses. 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.