Strategic Customer Success Manager, Exteriors
About The Position
As a Customer Success Manager, Strategic Accounts, you’ll manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). You’ll create partnerships with management contacts in strategic accounts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end-users. The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs.
Requirements
- 5+ years of relevant experience managing multiple accounts and projects with a proven track record of success
- Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
- Exceptional account management skills and a clear view on what constitutes excellent customer service
- Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail
- Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
- A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
- Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions
- Team player with strong communication and organizational skills, and an ability “roll with the punches”
- Ability to travel up to 30%
Nice To Haves
- Familiarity with SaaS business models and agile development methodologies a plus
Responsibilities
- Develop strong working relationships with corporate contacts at strategic accounts
- Provide coaching and training sessions on product best practices and workflows to corporate staff, franchise owners, and end-users
- Collaborate with customers and product managers to manage product enhancement requests
- Act as a subject matter expert on custom product features for strategic accounts
- Manage initiatives to increase product adoption, customer satisfaction and evangelism
- Analyze user engagement data, identify actionable insights. Report regularly on KPIs
- Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
- Act as an escalation point on customer support tickets
- Update account and contact records for strategic accounts to ensure accurate reporting
- Identify areas for improvement in the customer experience, both in our product and processes
Benefits
- Flexible time off
- Learning and development opportunities
- Comprehensive onboarding program
- Leadership training
- Bonusly
- Peer-nominated awards
- Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
- FSA and HSA
- 401k match
- Telehealth options including memberships to One Medical
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
