Business Systems Analyst, Customer Success

| Greater LA Area

Business Systems Analyst, Customer Success

ServiceTitan is seeking a Business Systems Analyst to join our Customer Success Operations team. This position will report to the Sr. Manager of Customer Success Operations with a dotted line to the Sr. System Administrator, and will thrive in a rapidly growing Customer Success Organization. This person will be a passionate, hard-working professional with proven analytical, problem solving, strong critical thinking, and technical skills, with ability to work independently in a dynamic and fast paced environment.

What you'll do:

  • Aid with administrative functions including account, user, reports, and dashboards maintenance for ~300 users on Salesforce, Gainsight, Talkdesk, and Mavenlink
  • Determine the needs by studying the Business, gathering information/requirements and evaluating the use cases to find the best fit solutions
  • Continuously making recommendations for future system upgrades
  • Work independently with members of Customer Success and Operations to evaluate and define fixes and development
  • Manage and support data integration, data quality & integrity, error logs and updates
  • Maintain all Systems training materials and user documentation
  • Own the training of users and monitoring for new deployments
  • Monitor project progress by tracking activity, problem points and compliance, while publishing progress reports to all Business Owners
  • Build and manage reports and dashboard where needed
  • Address all organization wide requests on an Ad-hoc basis in a timely manner, with involvement of management
  • Keep up with current technical knowledge

 What you'll need:

  • BS/BA in Computer Science, Business Administration, or related field, required
  • 2 years of Salesforce experience. Excellent understanding of Salesforce.com best practices and functionality and building automation via workflows and process builder, required
  • Strong understanding Salesforce debug logs and being able to debug Salesforce errors and issues.
  • Strong understanding for use cases between Salesforce Automation (Salesforce Apex Triggers, Flows/Process Builder, and Workflow rules)
  • Gainsight experience preferred
  • Able to gather business needs and make technical recommendations while also being able to communicate business needs of stakeholders to technical teams.
  • 3 years of relevant experience in similar role, required
  • Deep understanding of cloud platforms and data management
  • Salesforce.com certification 201 (preferred)
  • Proven ability to design and implement new processes and facilitate user adoption
  • Daily Excel and G-Suite usage
  • Understanding of fundamental logic (IFs, ANDs, and ORs)
  • Excellent written and verbal communication and listening skills
  • Ability to effectively prioritize and manage recurring or ongoing tasks and one-off projects
  • Self sufficient, forward and critical thinking, self starting problem solver, and work with little direct supervision
  • Systems, Business Analytics or Operations experience in SaaS or Start-up environment, preferred

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Inc 5000 - Best Workplaces, 2018
Inc. 5000 – America’s Fastest Growing Companies, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes - Next Billion-Dollar Startup List, 2017

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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