Customer Success Manager

🕒 Outubro 14

🏄 California, Connecticut, +7 estados a mais – Remoto

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $71.800 - $115.300 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

🏆 Sucesso do Cliente

🚫👨‍🎓 Sem graduação necessária

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Esta empresa já patrocinou vistos H1B no passado.

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ServiceTitan

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2012

💼 Consultoria

📦 Logística

📣 Marketing

💰 $200.000.000 Series G em 2021-06

Consulting • Logistics • Marketing

ServiceTitan é uma plataforma de software abrangente projetada para a indústria de serviços, oferecendo soluções para melhorar a produtividade e a rentabilidade das empresas. Apresenta uma variedade de recursos, incluindo despacho, agendamento, marketing, relatórios e ferramentas de experiência do cliente, adaptadas para áreas como encanamento, HVAC, serviços elétricos e mais. A ServiceTitan busca capacitar as empresas ao otimizar operações, melhorar o fluxo de caixa e oferecer experiências superiores aos clientes através de uma plataforma tudo-em-um. O software inclui análises de dados em tempo real, opções de financiamento e capacidades móveis para apoiar as necessidades operacionais dos empreiteiros e aumentar suas fontes de receita. Ao consolidar múltiplas funções de negócios em uma única plataforma, a ServiceTitan visa ajudar os empreiteiros a crescer de forma rentável e eficiente.

Descrição

• Own approximately 100 assigned accounts as the preferred CSM and main point of contact • Build and maintain senior-level customer relationships • Manage challenging customer situations through resolution • Guide customers in maximizing their business outcomes through ServiceTitan • Resolve complex issues and create customer-facing ROI and value plans • Handle customer inquiries and issues while coordinating timely internal resolutions • Conduct proactive phone and written outreach on a regular cadence • Track customer success metrics and analyze user engagement data • Design targeted digital success campaigns, remote workshops, and proactive customer calls • Monitor account health, identify risk behaviors, and mitigate escalations and churn • Identify customer pain points and collaborate with cross-functional teams on solutions • Provide product training and drive engagement in webinars, Ember, Spark, or community • Improve customer satisfaction and advocacy, including NPS • Manage customer account projects, follow-ups, and interaction documentation • Monitor usage and participate in renewal discussions for core and pro products • Maximize upselling and cross-selling opportunities • Gather and relay customer feedback to product and development teams • Identify customer advocacy opportunities such as success stories, the Torch Network, and referrals

🎯 Requisitos

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred • Customer value, ROI, and business outcome-driven mindset • Product training skills and comfort re-selling customers on ServiceTitan • Strong de-escalation and problem-solving skills • Highly skilled in written and verbal communication • Ability to multitask and manage multiple projects with strong attention to detail • Self-starter able to thrive in an entrepreneurial, fast-paced environment • Capacity to lead, motivate, and work well with others • Quick thinking, fast learning, and solution-oriented approach • Ability to think outside the box and see issues through to resolution • Ability to work effectively in a remote setting • Highly organized and detail-oriented • Project management skills and experience are a plus • Exceptional organizational and time management skills • Empathetic, customer-focused approach • Passion for phone-based customer interactions • Project management • Sales • Data or business performance analytics • Operational use of Salesforce, Gainsight, and Tableau • Highly proficient in ServiceTitan workflows and best practices • Ability to work PST/MST hours

🏖️ Benefícios

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% dependent coverage • FSA and HSA • 401(k) match • Telehealth options, including One Medical memberships • Parental leave and support • Up to $20k in fertility services, including IUI and IVF • Surrogacy and adoption reimbursement • On-demand maternity support through Maven Maternity • Free breast milk shipping through Maven Milk • Pet insurance • Legal advisory services • Financial planning tools • Equity • Variable commission plan

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