About ServiceTitan:

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is here to champion the people in home services. ServiceTitan helps them provide a wonderful customer experience, improve sales and more easily manage their business.

This is a great opportunity to be a part of a start-up that is already successful, yet early enough to offer its team members significant growth and equity opportunities. We have a proven product, brand-name customers, significant revenue and growth, and are backed by Bessemer Venture Partners, the leading investors in cloud software.

If you are intelligent, humble, passionate about making a huge difference in the lives of hard-working individuals, and want to have a real, immediate impact on our firm, ServiceTitan wants to be your platform for achieving the extraordinary. You should join us.

Manager, Customer Training

Interested in leading a growing Customer Training & Transition Team tasked with delivering remote & on-site technical training to our customers in a growing company and industry?

ServiceTitan's customers are not typical software users – This individual should have the ability to learn about our unique customers, understand their demands and help drive exceptional training deliver & transition guidance. Each interaction with customers should be designed to give them a phenomenal customer experience, along with training to give them a thorough understanding of our system.

As the Manager of Customer Training, you will be a Technical Training expert & will provide outstanding leadership & oversight over the day-to-day operations for all customer-focused training delivery. The ideal candidate for this role will have 3-6 years of balanced experience in instructor-led training design, delivery & strategic program management.

The Manager will lead a team of training personnel and should be willing to dive in to deliver training themselves to understand our customers and backfill where needed. The ideal candidate will strive to blend their experience with the culture of an up-and-coming team in a dynamic startup environment.

This individual will provide on-the-ground oversight and guidance for training activities, manage the innovative growth of the team and its' team members, and handle communication and escalations for customers.

Responsibilities:

• Maintain top-notch training services:
  • Guide all team members to provide exceptional training & transition coaching to ServiceTitan customers
  • Maintain high standards for training delivery & ensure consistency across all trainers
  • Interface with customers & ensure trainers provide top-notch training & transition coaching. Serve as the primary escalation point for customer training escalations
  • Dive in and deliver training while you become an expert in ServiceTitan's Training Program
• Manage Trainers & lead by example:
  • Manage Trainer ramp-up, development, goal setting & on-the-job learning
  • Adapt & help others adapt to shifting dynamics in startup company life
  • Foster positive morale & a culture of "hyper-collaboration" to produce best product/services
  • Maintain a philosophy of coaching & mentorship to bring out every team member's peak performance
  • Own & maintain processes, including assignments & execution of customer training engagements
  • Use exceptional organization to build and maintain leadership dashboards, reports & other visibility tools of all activities & project deliverables
  • Manage the most significant team projects, particularly those impacting cross-functional teams, partners or strategic customers
• Program Ownership & Innovation:
  • Empower each team member to become an SME and act as a co-owner & innovator of our program
  • Perform analyses to identify program gaps and areas needing focused upgrades & enhancements
  • Lead the team to design, deliver & maintain industry-leading ILT training services, including multi-company webinars and remote / on-site 1-on-1 training programs.
  • Liaise with E-Learning Developers in areas where instructional content needs are identified
• Other – Assist with special projects as assigned at the discretion of team leadership.

Requirements:

• 5+ years of technical software training experience
• 2+ years of directly managing others in a software training environment
• Minimum of Bachelor's degree with relevant experience
• Strong ability to navigate a steep learning curve and motivate & lead team members in a challenging fast-paced & dynamic startup culture
• Exceptional verbal/written communication, project management & organizational skills
• Proven ability to coach team members in communication, planning, organization, instructional design, and new technologies
• Experience incorporating change management principles into training programs
• Excellent ability to multi-task and manage a large team while ensuring attention to detail
• Ability to handle tough situations with clear communication, positive attitude, creative solutions, provide constructive criticism & guidance
• Ability to work a variable schedule and willingness to travel 25-40% during peak periods

Preferred:

• Master's degree in relevant field
• 2+ years customer-facing experience preferred
• Experience with organizing & managing instructor-led training via a Learning Management System preferred
• Consistent track record of innovation, program ownership, mentorship & analytical focus
• Team player with excellent interpersonal skills, emotional intelligence, patience & active listening skills

Benefits

• Competitive salary and 100% covered Medical, Dental and Vision insurance
• Equity in one of the fastest-growing companies
• Work at one of the most successful and rapidly growing start-ups in the Los Angeles area
• Do work that matters and makes a noticeable impact on your team and customers
• Work with brilliant, motivated, and fun team members
• Fun perks includes free lunches everyday, Fun Fridays, team outings, flexible time off, annual bonuses and more!