ServiceTitan is seeking a Marketing Communications Specialist, Customer Experience Specialist to join our dynamic startup in Glendale, CA. This individual will focus on Referral Communications and play a crucial role in supporting the explosive growth of our Customer Referral program.

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 Referral programs while having some fun along the way.

The ideal candidate is motivated by ensuring our customers are at the center of everything we do and thrives on turning regular customers into stark raving advocates who can’t wait to refer our platform to their peers.

This is an opportunity to build strong partnerships with leaders across the organization as you work to drive internal and external participation in the program throughout various points in the customer journey. The role requires interactions with customer/prospect and internal facing teams as well as directly with customers and prospects, and will report to the Senior Manager of Customer Experience.

This role’s success will be defined by the breadth and depth of participation in the programs by our customers and our employees as well as the CMRR signed via the Referral program channels. 

As our Customer Experience Specialist, Referral Communications, you will: 

• Own customer marketing campaigns for the Referral Program from ideation to execution across various channels (Email, In App, & Social). 
• Consult with our Creative Design team on copy and design created for the Referral Campaigns to maintain uniformity of the ServiceTitan voice and aesthetic.
• Work closely with our Email Marketing Manager on execution of Referral email campaigns via Marketo.
• Partner and align with the Marketing Demand Generation team on current promotions to determine potential partnership as well as flag potential conflicts as well as explore possible new channels to promote the campaign.
• Align with the Marketing Operations team to ensure all Referral campaigns are properly configured for tracking and reporting analytics.

• Maintain a pulse on Referral marketing campaign performance and partner with our Referral Operations Specialist to use these findings to maximize campaign performance and efficiency.
• Partner with our Referral Operations Specialist to maintain a clean end user (our customers) experience in our referral software platform.
• Work in conjunction with the Product Customer Experience and User Experience teams to maintain a fluid user experience for any referral programming within our application.
• Keep our Referral Program landing page up to date with new content, leaderboards and stats by working with our Creative Design team.
• Drive internal participation of the program by partnering with leadership teams across the organization, maintaining leaderboards, and celebrating wins and rewards.
• Proactively communicate with customers and employees regarding the status of their referrals and their corresponding rewards throughout the referral lifecycle.
• Serve as the go to resource for all questions related to the Referral program both internally and externally.
• When needed, facilitate conversations between customers, prospects, and Sales Development Representatives to propel Referral leads forward throughout the sales funnel.
• Own and maintain our internal library of resources and program collateral to ensure information is current and accurate (maintain version control).
• Partner with our Events team to curate programming at our annual user conference, Pantheon.
• Maintain an ongoing feedback loop with employees and customers to understand what is working and not working about the program to keep it effective, motivating and relevant with our various audiences.
• Champion the customer during these processes to make sure their experience is nothing short of stellar.

To be successful in this role, you'll need:

• 1-3 years in Marketing or Communications. Experience in the B2B technology space is preferred, and experience with customer referral programs would be ideal
• Experience with the Salesforce.com and Marketo platforms as well as Confluence
• Experience with referral platform tools (such as Referral Saasquatch or Ambassador) would be preferred
• Strong interpersonal skills and comfortable working on cross-functional teams as well as a demonstrated success in developing relationships with customers.
• Strong written and verbal communication
• Strong project management skills and a can-do attitude that will thrive in a fast-paced environment
• Ability to think creatively and find new ways to connect with specific audiences without fear of conforming to past precedent
• Desire to take ownership of work with a keen attention to detail and continuously strive for improvement.
• Excellent time management and organizational skills, producing reliable and efficient results whether recurring or ongoing tasks, one-off projects or on-demand requests
• Willingness to roll up sleeves to make things happen and to seek out answers rather than relying on others

Why ServiceTitan?

1. Work/Life Balance: flexible work schedule, flexible PTO, parental leave 
2. Health & Wellness: company-paid medical/visual/dental insurance, 401(k) retirement plan with company match, lunch provided everyday, fully-stocked kitchens, weekly meditation, wellness rooms, discount on Classpass
3. Enrichment: professional development workshops, diversity charter groups, an orientation program, career pathing opportunities

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 

http://instagram.com/lifeatservicetitan | https://www.themuse.com/profiles/servicetitan | https://www.builtinla.com/company/servicetitan-inc

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.

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