ServiceTitan

Senior Customer Success Manager, Strategic

ServiceTitan

full-time

Posted on:

Origin:  • 🇺🇸 United States

Visit company website
✨ AI Apply
Manual Apply

Salary

💰 $113,100 - $151,300 per year

Job Level

Senior

Tech Stack

CloudMaven

About the role

  • Develop strong working relationships with corporate contacts in strategic accounts
  • Coach and train 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 and identify actionable insight - KPIs will be reported on regularly
  • Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
  • Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan
  • 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
  • Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed

Requirements

  • 5+ years of relevant experience managing multiple accounts and/or 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 & project management skills with 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 and ambiguity with creative solutions.
  • Team player with strong communication and organizational skills, and an ability to “roll with the punches”.
  • < 15% travel nationwide (TBD based upon travel restrictions due to COVID-19).