ServiceTitan is looking for a Manager, Pro Product Success.

  • Build a strong team environment and relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers
  • Equip every Corporate Pro Product Specialist with the fundamental role clarity, knowledge, skills, processes and tools to deliver the best possible outcomes, achieve their goals and OKRs and managing escalations or key initiatives for at-risk customers as needed:
  • Consistently provide coaching, feedback and opportunities for learning, practice, experimentation and exposure so they can develop themselves and the team to be significantly better than they were before their start date
  • Continue the growth of your team by interviewing and hiring Pro Product Specialists to fit with ServiceTitan in clear demonstration of cultural characteristics and competencies and anticipate needs with succession or transition plans in mind
  • Manage and document customer escalation calls
  • Establish the strategy, quarterly plans and goals for the Corporate team according to forecasted needs
  • Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise
  • Empower team engagement and alignment through weekly 1:1s, progress reports, goal tracking
  • Manage other strategic initiatives related to the Corporate team and other Pro Product Excellence team initiatives as needed
  • Track, measure and report on the value you bring to ServiceTitan, its customers and the Success team
Required Qualifications:
  • 3+ years Customer Success Management experience
  • Relevant work experience in SaaS account, Customer Success Management or a related field in software and technology (experience in the Home Services industry a plus!)
  • Proven leadership skills; track record of motivating others and maintaining high team morale
  • Excellent emotional intelligence, patience and active listening skills
  • Respected by peers and direct reports; someone others love to work with and for
  • Handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions
  • Deep understanding of what constitutes great customer service, including specific techniques
  • Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail
  • Intelligent, strategic, quick thinking, dedicated, ambitious, and fast learning
  • Familiarity with SaaS business models a plus
  • Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”
  • Willingness and desire to proudly represent the ServiceTitan brand

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