Senior Customer Success Manager, Strategic Accounts

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $114.2k - $183.4k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Develop strong working relationships with corporate contacts in strategic accounts • Coach and train corporate staff, franchise owners, and end users on product best practices and workflows • Collaborate with customers and product managers on product enhancement requests • Serve as 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 insights • Report KPIs regularly • Gather intelligence on customer product usage and determine valuable and less valuable features and services • Build and present business reviews and recommendations reinforcing ServiceTitan’s value • Act as an escalation point for customer support tickets • Update strategic account and contact records for accurate reporting • Identify product and process improvements in the customer experience • Assist with onboarding new ServiceTitan customers as needed • Manage long-term success of ServiceTitan’s largest strategic customers • Create partnerships with executive and management contacts • Collaborate on projects and initiatives supporting customer success, product adoption, and evangelism

🎯 Requirements

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success • Self-starter able to thrive in an entrepreneurial, fast-paced environment • Demonstrated capacity to lead, motivate, and work well with others • Exceptional account management and project management skills • Strict attention to detail • Ability to learn new software programs and identify opportunities to use their full potential • Proactive ability to anticipate client roadblocks, risks, and issues • Demonstrated problem-solving ability in challenging and ambiguous situations • Strong communication and organizational skills • Ability to work effectively as a team player • Less than 15% nationwide travel

🏖️ Benefits

• 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% coverage for dependents • FSA and HSA • 401k 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