Strategic Customer Success Manager, Exteriors
ServiceTitan
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $85,700 - $114,600 per year
Job Level
Mid-LevelSenior
About the role
- Develop strong working relationships with corporate contacts at strategic accounts.
- Provide coaching and training sessions on product best practices and workflows to corporate staff, franchise owners, and end-users.
- Collaborate with customers and product managers to manage product enhancement requests.
- Act as a subject matter expert on custom product features for strategic accounts.
- Manage initiatives to increase product adoption, customer satisfaction and evangelism.
- Analyze user engagement data, identify actionable insights. Report regularly on KPIs.
- Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses.
- Act as an escalation point on customer support tickets.
- Update account and contact records for strategic accounts to ensure accurate reporting.
- Identify areas for improvement in the customer experience, both in our product and processes.
Requirements
- 5+ years of relevant experience managing multiple accounts and projects with a proven track record of success.
- Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
- Exceptional account management skills and a clear view on what constitutes excellent customer service.
- Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail.
- Demonstrated ability in learning new software programs and identifying opportunities to use their full potential.
- A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues.
- Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions.
- Team player with strong communication and organizational skills, and an ability to “roll with the punches.”
- Familiarity with SaaS business models and agile development methodologies a plus.
- Ability to travel up to 25%.
Benefits
- Flexible time off with ample learning and development opportunities to continue growing your career.
- Comprehensive onboarding program.
- Leadership training for Titans at all levels.
- Great work is rewarded through Bonusly, peer-nominated awards, and more.
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
- FSA and HSA.
- 401k match.
- Telehealth options including memberships to One Medical.
- Parental leave and support.
- Up to $20k in fertility services (i.e. IUI and IVF).
- Surrogacy and adoption reimbursement.
- On demand maternity support through Maven Maternity.
- Free breast milk shipping through Maven Milk.
- Pet insurance.
- Legal advisory services.
- Financial planning tools.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
account managementproject managementdata analysiscustomer engagementproduct enhancementKPI reportingcustomer supportproduct adoptionproblem-solvingmultitasking
Soft skills
communicationorganizationalleadershipteam playerself-starterentrepreneurial mindsetattention to detailcreativityproactive thinkingadaptability