Customer Service Manager, Enterprise
About The Position
As a Customer Success Manager (Enterprise), you will manage and develop a portfolio of enterprise trades-company accounts and help ensure company revenue. You will partner with large trade service companies in North America to help them maximize the value of ServiceTitan software. The role manages approximately 40 Enterprise Property Care accounts with complex needs and provides high-touch customer support, strategic guidance, and an executive-level experience. It also contributes to customer experience improvements, product value, and the development of other team members. The position requires less than 15% nationwide travel.
Requirements
- At least 4 years of combined account management and/or project management experience in a customer-facing role.
- Ability to multitask and manage multiple projects while maintaining strong attention to detail.
- Self-starter who thrives in an entrepreneurial, fast-paced environment.
- Demonstrated ability to lead, motivate, and work well with others.
- Interest and demonstrated ability in project management and data-set analysis.
- Adaptable team player with strong communication and organizational skills.
- Willingness to travel nationwide less than 15% of the time.
Responsibilities
- Manage a portfolio of approximately 40 Enterprise Property Care customer accounts with complex needs.
- Regularly contact customers to understand their product usage, identify valuable features and services, and coach them on best practices.
- Build and maintain senior-level customer relationships and deliver a premium customer experience.
- Solve complex customer problems with creative solutions to increase product value, communicating with executive-level confidence.
- Identify ways to improve the customer experience across products and processes.
- Analyze user engagement data, identify actionable insights, and report on KPIs regularly.
- Segment customers to identify upselling and cross-selling opportunities.
- Mentor and support new hires and members of the non-Enterprise Success Team.
Benefits
- Flexible time off and flextime.
- Learning and development opportunities, comprehensive onboarding, leadership training, and career-development programs and events.
- Recognition programs, including Bonusly and peer-nominated awards.
- Company-paid medical, dental, and vision coverage, including fully employer-paid options and 90% dependent coverage.
- Flexible spending account (FSA) and health savings account (HSA).
- 401(k) match.
- Telehealth options, including One Medical memberships.
- Parental leave and support.
- Up to $20,000 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.
- Annual bonus and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
