Implementation Advisor

Responsibilities

• Listen to and understand customer requirements and pain points, translating them into implementation plans.
• Develop, coordinate, and execute implementation, upgrade, and conversion project plans, schedules, and resource activities.
• Design, create, and manage applications and software integration or migration deployments.
• Deliver implementation services within scope and manage changes to project scope and plans.
• Identify potential issues and collaborate with leadership to develop contingencies.
• Communicate customer needs across departments and personnel.
• Follow up with lagging or non-engaging accounts to support successful HighLevel implementation.
• Assist with educational webinars and workshops.
• Maintain current knowledge of product features and releases.
• Identify opportunities to streamline procedures, enhance revenue, and improve product efficiency.
• Update customer journey playbooks.
• Convert implementation plans into workable technical solutions.
• Monitor, anticipate, and exceed customer adoption and usage metrics, including renewals and net promoter scores.
• Analyze approved customer content and create transition or migration plans.
• Advise customers on best practices, risks, and changes affecting processes and timelines.
• Drive consulting milestones and agreed implementation schedules.
• Address critical or outstanding issues affecting implementation success.
• Lead consulting engagements throughout implementation.
• Drive collaboration between internal functional teams and customers to achieve milestones and deliverables.
• Handle basic support requests during implementation.
• Build rapport with new accounts and support long-term customer success.
• Improve onboarding delivery, maintain product knowledge, and cross-train with other customer success functions.

Requirements

• Associate degree or equivalent work experience.
• Minimum of two years of customer success, software implementation, consulting, or technical support experience.
• Two to three years of experience using HighLevel or similar vertical solutions.
• Strong skills, tact, and diplomacy when handling sensitive customer issues, with exceptional follow-through and communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Knowledge of internal systems such as HighLevel and Freshdesk is preferred.
• Strong understanding of software solutions and professional services offerings.
• Two or more years of customer consulting experience preferred.
• Strong verbal, written, and presentation skills.
• IT technical skills and platform integration experience.
• Experience managing and training diverse groups according to company standards.
• Self-starter with ownership, assertive follow-through, and a commitment to customer satisfaction.
• Ability to work through ambiguity in a dynamic, collaborative environment.
• Strong analytical and organizational skills with attention to detail.
• Ability to produce high-quality documents, standard operating procedures, and customer journey playbooks.
• Strong computer literacy, including Microsoft Office Suite and internet applications.
• Spanish-speaking ability required.