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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer-facing teams, focusing on performance management, coaching, and achieving KPIs. Proficient in utilizing data analytics to drive team success and optimize processes within a SaaS environment.
Highest-signal resume keywords
10+ Years Leading Customer-Facing Teams5+ Years Performance Management ExperienceStrong Technical Aptitude for HighLevel SoftwareData Analytics Tools ProficiencyExperience with CRM Systems
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance ManagementCoaching and DevelopmentProcess ImprovementKPI AnalysisProject ManagementAutomation SolutionsTechnical Problem-SolvingCustomer Relationship ManagementData-Driven Decision MakingSales Target Optimization
Soft Skills
CollaborationTime ManagementPrioritizationConflict ManagementCommunication
Tools & Technologies
HighLevel SoftwareGoogle SuiteZoomCRM SystemsSocial Media Management ToolsSocial Media Advertising PlatformsWebsite/Funnel Building ToolsSEO ToolsSlackLinkedIn
Industry Keywords
SaaSProduct-Led GrowthCustomer SatisfactionTeam AccountabilityTrial-to-Paid Conversion
About the role
Key responsibilities & impact- Supervise Trial Experience Managers focused on resolving customer issues and achieving high customer satisfaction
- Support organizational goals through staffing, goal setting, and resource planning
- Coach, develop, inspire, and hold managers and teams accountable to KPIs, policies, and procedures
- Analyze team growth KPIs and metrics
- Identify and implement process improvements to increase efficiency, productivity, and engagement
- Design and recommend sales targets and KPIs to optimize trial-to-paid conversion efforts
- Establish short- and long-term strategies
- Conduct performance conversations, conflict management, feedback, and coaching
- Provide technical resources and advice; resolve problems and issue advisories, warnings, and corrective action plans
- Delegate responsibilities based on team-member strengths
- Manage complex projects and cross-functional workflows
- Build team morale and foster growth, innovation, and proactive problem-solving
- Identify and implement automation and AI-driven solutions to improve productivity and trial experience
- Establish scalable operating practices and standardized processes
- Act as an escalation point for high-severity customer and team-member issues
Requirements
What you’ll need- 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
- Strong technical aptitude to help users succeed with HighLevel software
- Strong collaboration, time-management and prioritization skills
- Ability to build and maintain strong relationships with senior leadership, teams and customers
- Strong experience using data/analytics tools to solve problems, measure impact, develop projects, and drive customer and team success
- Ability to collaborate with and influence cross-functional teams
- Demonstrated problem-solving and conflict-management experience
- Ability to learn quickly and apply new technologies
- Ability to develop and maintain deep knowledge of customers, data, business, and markets
- Demonstrated written and oral communication ability
- Experience with or ability to learn various CRM systems
- Working knowledge of Social Media Management, Social Media Advertising, Website/Funnel Building, and SEO
- Working knowledge of Google Suite, Zoom, Facebook, Instagram, Slack, LinkedIn, and other social media
- Must work Sat-Wed, 8am-4pm CST hours
Benefits
Comp & perks- Remote-first work arrangement
- Healthy work-life balance
- Educational opportunities
- Professional publications, personal networks, and professional organizations participation
- Equal Opportunity Employer