Solutions Engineer
As a Solutions Engineer, you bring years of experience implementing and solutioning ServiceTitan for strategic clients. You are able to speak confidently as a Subject Matter Expert (SME) for the Construction or Home Services industries with our customers and ServiceTitan employees alike about all the features and functionality in the product. You are able to immediately garner the trust of all customers and internal stakeholders with your knowledge, communication skills, presence, and polished consultative skills. You are experienced industry leader that has exposure to implementing software solutions
In this role, the candidate will work closely with cross departmental resources including Implementation Project Managers, Product Managers, and Sales, to ensure timely and quality delivery. The candidate is expected to receive projects and deadlines from several departments therefore excellent time management and ability to own tasks will be needed to be successful.
You are able to develop complex and creative cross-functional solutions across the organization and securing cross-functional buy-in for strategic initiatives and projects. You understand best practices and are eager to document and disseminate your expertise to customers and team members alike.
Job Description
As our Solutions Engineer, you will:
- Work with the New Markets team to increase feature usage and adoption and support new pricing initiatives
- Serve as the go-to-person for solving the most challenging problems involving ServiceTitan and New Markets customers
- Strategize with the Implementation team on how to increase adoption and develop action plans based on insights gathered
- Own the customer escalation process, including solutioning, managing concessions, and interacting with other departments to implement solutions or process concessions
- Develop polished and professional enablement document for the team
- Present effectively to large groups in internal trainings, workshops, and conferences
- Transfer knowledge across the organization, including to Sales, Marketing, Product, New Markets teams with respect to long term project management workflows
- Ability to be respected as a leader without formal authority
- Serve as the go-to-person for solving the most challenging problems involving ServiceTitan and our customers
- De-escalate highly contentious and high conflict situations
- Immediately garner the trust of all customers and internal stakeholders with your knowledge, communication skills, presence, and polished consultative skills
- Manage a wide variety of tasks with shifting priorities and tight deadlines
- Critically evaluate information gathered from multiple sources, reconcile conflicts, and work with customers to uncover unmet business needs
- Ability to persuade prospective and current customers of the value ServiceTitan as solution, as well as persuade customers to change business processes
To be successful in this role, you’ll need:
- 10+ years of client facing experience with ServiceTitan or other Home Services industry software provider
- 10+ years of relevant work experience in the Home Services industry
- Experience with Construction or Commercial Retrofit industries a strong plus
- Strong interpersonal communication skills and extensive experience with conflict resolution at the executive level
- Excellent verbal and written communication skills - able to explain complex technical concepts and solutions to a wide variety of individuals with varying technical skills
- Superb team player always looking to help and enable others in the organization
- Ability to answer the overwhelming majority of customer questions related to ServiceTitan as a product and the onboarding process without reference
- Work independently and strategically to identify the best opportunities to improve the organization with your expertise
- Direct experience working in the trades or similar knowledge
- Ability to answer any technical questions about client instance and an ability to quickly solution and share best practices without need for significant reference information
- Formulate concise questions, that quickly allow you to gather critical information and provide solutions far more quickly than other implementation team members
- Development skills sufficient to configure and speak to all out-of-the-box and customer developed ServiceTitan integrations
About ServiceTitan
ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.
Perks & Benefits
1. Work/Life Balance: flexible work schedule, flexible PTO
2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend
Equal Opportunity Employer
ServiceTitan does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.
Life at ServiceTitan www.themuse.com/profiles/servicetitan | www.builtinla.com/company/servicetitan