Account Management Operations Analyst

Position:  Account Management Operations Analyst

Location: Remote, US

Reports To: Director, Account Management

About HighLevel:

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. With a focus on streamlining marketing efforts and providing comprehensive solutions, HighLevel helps businesses of all sizes achieve their marketing goals. We currently have 1000+ team members across 15 countries, working remotely as well as in our headquarters, which is located in Dallas, Texas. Our goal as an employer is to maintain a strong company culture, foster creativity and collaboration, and encourage a healthy work-life balance for our team members wherever they call home.

Our Website:https://www.gohighlevel.com/

YouTube Channel:https://www.youtube.com/channel/UCXFiV4qDX5ipE-DQcsm1j4g

Blog Post:https://blog.gohighlevel.com/general-atlantic-joins-highlevel/

Our Customers:

HighLevel serves a diverse customer base, including over 60K agencies & entrepreneurs and 450K million businesses globally. Our customers range from small and medium-sized businesses to enterprises, spanning various industries and sectors.

Scale at HighLevel:

We work at scale; our infrastructure handles around 3 Billion API hits & 2 Billion+ message events monthly and over 25M views of customer pages daily. We also handle over 80 Terabytes of data across 5 Databases.

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!