Manager, Strategic Customer Success
ServiceTitan
Job Level
Mid-LevelSenior
About the role
- Involved in all aspects of the merchant experience, focusing on top-tier accounts
- Assist merchants in growth and scale through logistics and operational expertise
- Champion collaboration across business groups to improve merchant support and satisfaction
- Deep dive into assigned top-tier accounts to learn each merchant's business
- Align with merchants' goals to better guide and service them
- Establish long-standing, trusted relationships and open communication channels
- Update and assist with internal projects to increase merchant satisfaction
- Encourage revenue growth by inspiring merchants to utilize additional services
- Serve as the reliable point of contact and internal go-to for top-tier merchants
- Be involved in day-to-day operations to understand service delivery
- Provide regular updates on order flows, carrier/shipment statistics, support tickets, integrations, and improvement recommendations
Requirements
- Minimum three years of experience in a relatable Account Management/Client Success role
- Minimum one-year experience in a management position (preferred)
- Must be able to work in a fast-paced environment and meet deadlines
- Strong communication skills (verbal and written)
- Must be willing to travel to different facilities and client locations
- Upbeat and enthusiastic personality with a go-getter attitude
- Must be a problem solver with forward-thinking
- Proficiency with Microsoft Office
- Experience with Warehouse Management Systems is a plus
- Experience with Salesforce is a plus
