Account Management Operations Analyst
| Company | HighLevel |
|---|---|
| Location | United States |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree or equivalent experience in Operations in Account Management or Customer Success roles.
- Minimum of 3 to 5 years of experience in an operational, project management, or account management role, ideally within SaaS, Marketing, or SMB sectors.
- Proficiency in project management tools (e.g., ClickUp, Trello), CRM systems, and automation platforms (e.g., Zapier, HighLevel).
- Strong data analysis skills with experience using tools like Pendo, Tableau, or Freshdesk to track KPIs and provide insights.
- Proven ability to optimize workflows, automate processes, and improve operational efficiency.
- Advanced experience with Excel/Google Sheets.
- Excellent communication skills, both written and verbal, with the ability to collaborate cross-functionally.
- Detail-oriented with strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.
Responsibilities
- Design, implement, and continuously improve Standard Operating Procedures (SOPs) for Account Management.
- Build, integrate, and optimize automated workflows within HighLevel CRM to drive AM efficiency.
- Leverage data from tools such as Pendo, Tableau, Zapier, Freshdesk, and Zoom to drive operational improvements.
- Analyze and refine AM workflows to enhance efficiency, scalability, and overall team effectiveness.
- Act as the primary resource for troubleshooting and refining AM workflows within HighLevel CRM.
- Develop and maintain key performance dashboards, leveraging insights from Pendo, HighLevel, and Freshdesk to support strategic decision-making.
- Collaborate with other data analysts and developers to ensure reporting is clean, organized, and actionable.
- Provide regular performance reports, tracking key operational and efficiency metrics.
- Assist in planning and executing technology, process optimization, and change management initiatives that align with company goals.
- Partner with Billing, Customer Success, Product, and Trial Experience teams to implement strategic AM initiatives seamlessly.
- Manage and support high-impact projects, ensuring they are completed on time and within scope.
- Support the AM onboarding process, ensuring smooth setup of system access, workflow integration, and training schedules.
- Develop and manage the AM onboarding flow, ensuring new hires are set up for success in all relevant systems.
- Provide structured training on AM workflows, tools, and best practices to new team members.
- Perform other duties as needed to support the operational efficiency of the AM team.
Preferred Qualifications
- Knowledge of AI-based tools or familiarity with CSS, HTML, and APIs is a plus.