Senior Manager, Account Executive, Mobility, Enterprise
Deel
Cloud
Manager, Enterprise New Trades Success
ServiceTitan
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $113,100 - $151,300 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudMaven
About the role
- Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers\n
- Set and maintain standards for customer success within ServiceTitan that are aspirational and consistently provide our customers the experience they expect and deserve.\n
- Coach and motivate team members based on their unique skill sets, maximizing their strengths and engaging in meaningful conversations around growth opportunities\n
- Implement processes and frameworks where needed, leveraging data and observations to iterate on what is already in place to take the team to the next level of effectiveness\n
- Ensure for data integrity and accuracy across all platforms and workstreams\n
- Advise on strategic customer engagement plans to drive value and ROI across the Enterprise book of business\n
- Equip and Empower CSMs with the fundamental role clarity, knowledge, skills, processes and tools to achieve their goals/OKRs\n
- Manage team performance at the highest standard through weekly 1:1s, progress reports, goal tracking, and aligning to the needs and urgency of the organization\n
- Track KPI’s for your respective team to effectively measure impact and performance in an actionable, data-driven manner\n
- Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise.\n
- Inform the strategy for quarterly plans and goals for the team according to forecasted needs\n
- Manage and document customer escalation calls\n
- Hire and Retain an exceptional team of Success Managers with clear demonstration of cultural characteristics and competencies.\n
- Help develop team members with a focus on continued professional development.
Requirements
- 5+ years of experience in customer success or account management roles within the SaaS industry.\n
- 2+ years of people management experience within a customer facing department\n
- Proven track record of successfully managing and developing high-performing teams.\n
- Strong understanding of customer success best practices and methodologies.\n
- Excellent communication, interpersonal, and problem-solving skills.\n
- Ability to work collaboratively across departments and influence cross-functional teams.\n
- Proficiency in customer success software (e.g., Gainsight) and CRM systems (e.g., Salesforce).\n
- A customer value, ROI, and business outcome-driven mindset\n
- Analytical mindset with the ability to leverage data to drive decisions.\n
- Strong deescalation and problem-solving skills.\n
- Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others in a remote environment\n
- Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution.\n
- Skills in product training, and comfortable “re-selling” the customer on ServiceTitan Value.\n
- Experience in leading customer success teams in a high-growth SaaS environment.\n
- Background in developing and implementing customer success frameworks and playbooks.\n
- Familiarity with advanced customer success tools and technologies.\n
- Demonstrated ability to drive customer advocacy and prior experience managing a BoB\n
- Strong project management skills with experience in leading cross-functional initiatives.\n
- Experience in conducting customer health assessments and developing risk mitigation plans.\n
- Knowledge of industry trends and best practices in customer success and SaaS.\n
- Roofing or Pool & Spa Trades exposure a plus
