Scaled Customer Success Manager
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Senior Customer Success Manager, Strategic
ServiceTitan
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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).
