ServiceTitan is seeking a Customer Experience Coordinator to join our dynamic startup in Glendale, CA or Atlanta, GA. This individual will focus on Customer References and play a crucial role in supporting the growth of our Customer Experience department and its cross-functional initiatives.

We are seeking someone who has a strong passion for serving and understanding Customers; who truly understands how customer success is tied to our brand success; and who can help us to build world-class Customer Experience and Advocacy programs while having some fun along the way. 

This role’s success will be defined by the cycle time with which references are fulfilled, the CMRR influenced by completed reference requests, and the volume of reference requests that are successfully fulfilled. The role requires interactions with customer and internal-facing teams as well as directly with customers and will report to the Senior Manager of Customer Experience. The ideal candidate is detail-oriented and motivated by ensuring our customers are at the center of everything we do.

As a Customer Experience Coordinator, you will:

• Respond to reference requests with a sense of urgency to support the acquisition teams’ goals, including reference requests from the Sales, New Markets, and Growth teams. 
• Source participants for product research requests, empowering the product team to build the best possible platform.
• Facilitate connections between our customers to share and learn from one another in order to drive further adoption of our product.
• Enforce adherence to our defined SLA’s to protect the customer experience and proper utilization of internal resources.
• Activate new members into the Torch Network (our customer advocacy network) by building their profiles in Salesforce.
• Maintain the Customer Reference object within Salesforce in real-time, including our database of Torchbearer information and accurate records of requests fulfilled.
• Provide data on customer reference metrics/KPIs to the Revenue Operations team and verify the accuracy/cleanliness of the data.
• Identify trends and themes in reference requests across the portfolio enabling the team to proactively mitigate possible risks.
• Champion the customer during these processes to make sure their experience is nothing short of stellar. 

As a Customer Experience Coordinator, you'll need:

• At least 1 year of relevant experience. Customer Marketing or Success Operations experience is preferred, and experience with customer reference/ advocacy programs would be ideal
• Experience with Salesforce.com; Gainsight preferred.
• Strong interpersonal skills and comfortable working on cross-functional teams as well as demonstrated success in developing relationships with customers.
• Strong written and verbal communication
• Strong project management skills with a self starter  attitude that will thrive in a fast-paced environment
• Take ownership of work with keen attention to detail and continuously strive for improvement.
• Excellent time management and organizational skills, producing reliable and efficient results

About the team:

We accompany our customers every step of the way from the moment they partner with us. 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 Experience team is where you belong.

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