Position: Account Management Operations Analyst
Location: Remote, US
Reports To: Director, Account Management
About Us:
HighLevel 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. We are proud to support a global and growing community of over 2 million businesses, from marketing agencies to entrepreneurs to small businesses and beyond. Our platform empowers users across industries to streamline operations, drive growth, and crush their goals.
Our People:
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.
Our Impact:
Every month, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Learn more about us on our YouTube Channel or Blog Posts
Who You Are:
This position works closely with the Director of Account Management to align and execute leadership objectives for our growing Account Management Team. The Account Management Operations Analyst will primarily focus on implementing, maintaining, and managing the various automations, integrations, and technological tools essential for supporting Account Management operations. This includes use of platforms such as HighLevel, FreshDesk, FreshCaller, FreshChat, Freshbot, ClickUp, Zoom, and Zapier. They will analyze data to drive operational improvements and support strategic decision making. In addition, the Analyst will play a key role in supporting change management initiatives, ensuring effective system and workflow training for the team, and utilizing Agile Project Management methodologies to seamlessly execute key projects.
What You’ll Be Doing:
Process Optimization & Automation
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.
Data Analysis & Performance Insights
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.
Initiatives & Cross-Functional Collaboration
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.
Onboarding & Training Support
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.
What You’ll Bring:
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.
Knowledge of AI-based tools or familiarity with CSS, HTML, and APIs is a plus.
EEO Statement:
At HighLevel, we value diversity. In fact, we understand it makes our organization stronger. We are committed to inclusive hiring/promotion practices that evaluate skill sets, abilities and qualifications without regard to any characteristic unrelated to performing the job at the highest level. Our objective is to foster an environment where really talented employees from all walks of life can be their true and whole selves, cherished and welcomed for their differences, while providing awesome service to our clients and learning from one another along the way!
