Strategic Account Executive, SaaS
Axon
Cloud
Senior Manager, Commercial Enterprise Implementation
ServiceTitan
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $151,100 - $202,100 per year
Job Level
Senior
Tech Stack
CloudMaven
About the role
- Lead a large team of 3-6 Pods, each with a Delivery Manager and 3-5 Implementation Consultants, accountable for delivering ServiceTitan platform implementations for 12-18 businesses each.
- Provide oversight, process improvement, performance management, and escalation management for Pods.
- Travel approximately 20-30% of the time to observe, mentor, and enable team members at on-site client engagements.
- Oversee Delivery Managers and Implementation Consultants, ensuring projects are delivered on-time and with quality.
- Manage portfolio by checking in and reporting on progress and status, guiding team members to achieve on-time activations and avoid escalations.
- Hold team members accountable through performance management: set clear expectations, maintain high standards, and help team members improve.
- Collaborate with Sales, Success, Shared Services and Product to ensure voice of the customer informs software enhancements and customer journey.
- Resolve risks and customer escalations at Sr Manager level using RCCA frameworks and take learnings forward.
- Take ownership of the Comm+ Enterprise complexity playbook.
- Manage capacity, account assignments, and proactively forecast needs.
- Drive market insights and learnings to influence product roadmap, workflow best practices, and ICP/ACP dimensions.
Requirements
- At least 7-10 years of relevant work experience that may include a combination of experience in managing a team of direct reports, owning client relationships, project management, technology/SaaS implementation, and/or the home or commercial services industries.
- Bachelor's Degree or equivalent professional work experience.
- A proven track record of being exceptionally detail-oriented while managing multiple projects.
- Ability to think several steps ahead and take proactive steps to address roadblocks and issues.
- Exceptional relationship-building skills and a clear view on what constitutes an excellent client experience and partnership.
- Experience as a collaborative team player always looking to help and enable others in the organization.
- Knowledge of and experience with SmartSheet a plus (not required).
