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 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.

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

Pay and benefits

The base salary range for this position is $90000- $115000 annually