Manager, SMB Implementation

Ready to be a Titan?
We accompany our customers every step of the way from the moment they partner with us to their transition to the Customer Success Team. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard-working people, love technology, aren't afraid of a challenge or two and have a desire to push yourself to your maximum potential, our Customer Success team is where you belong. ServiceTitan is looking for a Manager for the SMB Implementation Team to support the growing international market of Australia . In this role, you will become a critical member of the core team, influence the company's continued success, and help shape the future of the Home Services Industry. The ideal candidate will have experience in software implementation, escalation management, product solutioning and strategic planning.

What you'll do:

• Support and manage a team of 6-9 Implementation Managers (US and AUS based) that will report directly to you

• Achieve quarterly goals as determined by Leadership in conjunction with Onboarding Management

• Actively manage the pipeline of accounts under each of your Implementation Managers for optimal efficiency and tracking

• Ensure compliance of your team with outlined processes

• Act as the primary point of contact for all customer escalations within your team

• Work cross-functionally with managers in other departments to build process flows that affect multiple teams

• Help train, coach, performance manage and support the onboarding of new employees on your team, including interviews for potential new team members

• Core Hours: M-F 10am - 7pm PST. Flexible Fridays (AUS Sat) with occasional need to flex US Sunday (AUS Monday)

What you'll need:

• 5-7 years of professional experience which includes at minimum 1-2 years in each of the following areas: Management, Software Implementation, and Client Relationship Management

• Excellent emotional intelligence, patience and active listening skills

• Ability to coach, motivate and lead resources in a challenging and fast-paced environment

• Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail.

• Ability to resolve customer escalations, focusing on results-oriented outcomes and customer satisfaction

• A track record of being a team player and leader with strong interpersonal and communications skills

• Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to adapt quickly to a changing landscape

• Ability to travel to Australia. Less than 5%

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: 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 One Medical.

• Support for Titans at all stages of life: 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, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do 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.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $103,400 USD - $138,400 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.