Remote Implementation Advisor (Mexico)

HireLATAM; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A prominent cloud marketing and sales platform company is seeking a Remote Implementation Advisor to join their team. The role involves using expertise to assist customers in effectively utilizing software solutions for business growth. Responsibilities include project management, customer training, and collaboration with other departments. The ideal candidate has a background in customer success, strong communication skills, and ideally familiarity with software like HighLevel.

Qualifications

• Minimum of two years of customer success/software implementation/consulting experience.
• Strong skills in dealing with sensitive customer issues.
• Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

• Develop and execute implementation project plans.
• Assist in educational webinars and workshops.
• Communicate a passion for customer success.

Skills

Customer success experience

Software implementation experience

HighLevel proficiency

Communication skills

Analytical skills

Organizational skills

Technical skills

Education

Associate degree or equivalent

Tools

HighLevel

Freshdesk

MS Office Suite

Job description

Job Title: Remote Implementation Advisor (100% Work From Home)

Location: Remote from Mexico

Position Type: Full-time

Salary: MX 21,583.33 - MX 26,000/month, depending on experience

Schedule: Monday-Friday, business hours Mexico Time

Job Overview

Our client is a cloud-based, all-in-one white-label marketing and sales platform that empowers marketing agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. They are proud to support a global and growing community of over 2 million businesses. The platform empowers users to streamline operations, drive growth, and achieve their goals. The company processes extensive data and supports a large network of services and customers.

As an Implementation 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 the company.

Responsibilities

• 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 plans.
• Work with other departments to ensure information on customer needs is communicated.
• Follow up with lagging or non-engaging accounts to ensure they implement the product successfully in their business.
• Assist in educational webinars, workshops, and more.
• Stay up to date with product features and releases.
• Identify opportunities to streamline procedures, enhance revenue and improve product efficiency.
• Update 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 (e.g., 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.
• Drive consulting milestones and achieve 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 the company and set up for long-term success.
• Always look for ways to improve 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.

Qualifications, Skills and Key Competencies

• 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, SOPs and customer journey Playbooks.
• Strong computer literacy, including MS Office Suite, Internet applications, and comfort with systems and processes.

Application Details

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Important

Voice/Video Recording is REQUIRED. Your application cannot be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions: Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer NO to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer YES as we are only able to hire Latin American talent based in Latin America.

Apply Wisely: To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder: All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!