Senior Analyst, Business Strategy & Operations (Recurring Services Focus)

ServiceTitan•Glendale, CA

19d

About The Position

Ready to be a Titan? The Sr. Analyst - Business Operations & Strategy (Recurring Services Focus) is an integral role on the Revenue Strategy & Operations team directly partnering with the function leaders to make ServiceTitan’s Recurring Services (RS) customers extraordinarily successful. The Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Customer Implementation, Gross and Net Revenue Retention, Adoption, and Sentiment. This specific role will focus on a mix of strategic and operational projects supporting RS, especially Implementation and Success, while also working closely with counterparts who own other components of the customer journey (GTM, Product, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience. The role will include a mix of (1) oversight of day to day operations, process, and production of the RS program; (2) process optimizations to design a best in class Implementation and Customer Success experience for our customers; and (3) strategic “special projects” focused on high-level impact RS can drive for ServiceTitan. The individual has a well-rounded background - including analytic rigor, project management, and a mix of strategic and operational work. S/he will be able to quickly jump in and take day-to-day ownership of key RS initiatives and their outcomes.

Requirements

2-4+ years of work experience in a combination of high growth tech companies and/or management consulting
Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred
Experience running quantitative analyses, and publishing findings in dashboard format (e.g. strong experience with Excel/GSheets, Tableau, SQL, [Python is a plus])
Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat, etc.) preferred
Ability to distill complex issues into concrete action plans, manage execution, and drive results
To be energized by ambiguity and dynamic working environments that provide a diverse experience and opportunity to tackle different problems
To know how to balance getting the details right while still moving fast
Demonstrated excellence in cross-functional communication, with the ability to simplify and explain complex problems to stakeholders of all levels

Responsibilities

Analysis and Insights: Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities
Use SQL / Tableau to construct data sets and build dashboards reporting on the program’s health and key initiatives
Generate and present insights / recommended actions to senior leadership to help drive outcomes for our team
Look around corners to understand where opportunities exist to improve team efficiency and customer experience
Operational Strategy Be forward-thinking on business cases and problems, and how the team can be geared to help solve (e.g., process enhancements, systems and technical enablement, feature adoption, etc.)
Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc.
Solve the toughest customer and pain points to help make our customers successful
Special Projects: Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration

Benefits

Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits : Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA , 401k match, and telehealth options including memberships to One Medical.
Support for Titans at all stages of life : Parental leave and support, up to $20k in fertility services (i.e. 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, and more.

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