Customer Success Manager - Strategic Accounts

11 hours ago

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ServiceTitan

WebsiteLinkedInAll Job Openings

SaaS • Mobile • FinTech

1001 - 5000 employees

Founded 2012

☁️ SaaS

⚡ Productivity

🏢 Enterprise

Description

• Manage long-term success of ServiceTitan’s largest customers, our strategic accounts. • Develop strong working relationships with corporate contacts in strategic accounts. • Coach and train 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 and identify actionable insight. • Gather intelligence on how customers are using our products and determine valuable features. • Build and present business reviews and provide recommendations to reinforce value. • Act as an escalation point on customer support tickets. • Update account and contact records for accurate reporting. • Identify areas for improvement in customer experience. • Onboard new customers to ServiceTitan.

Requirements

• 5+ years of relevant experience managing multiple accounts and/or 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 & project management skills with 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 and ambiguity with creative solutions. • Team player with strong communication and organizational skills, and an ability to “roll with the punches”.

Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. • 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 Headspace, Galileo, One Medical, Ginger and more. • Parental leave and support, up to $20k in 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.