Operations Manager

ServiceTitan is seeking a Customer Success Operations Manager to join our Customer Success Operations team. This position will report to the Sr. Manager of Customer Success Operations, and will thrive in a rapidly growing Customer Success Organization. This person will be a passionate, hard-working professional with proven operational analytical and technical skills, strong critical thinking, deep understanding of Client Services, and the ability to work cross-functionally in a dynamic and fast paced environment.

Job Description:

• Develop problem solutions by describing requirements visually, studying system capabilities, analyzing alternative solutions, preparing system specifications and clear operational documentation
• Partner with team managers to develop models, systems and processes which will provide important insights for the Professional Services, Customer Training and Technical Support teams and guide short- and long-term execution of targeted goals
• Align with Leadership on the execution of high visibility strategic objectives in timely and professional manner
• Work with Management to address our business needs efficiently and with a focus on continued scalability, optimization, improvement and flexibility of overall processes
• Facilitate process training and consult on best practices to aid managers optimize team output
• Own all KPI sources of data and reporting for the Professional Services, Customer Training and Technical Support teams alongside, Management, BI and Systems teams, ensuring data integrity, reporting requirements and business needs are being met efficiently
• Work closely with management on need for Monthly and Quarterly Business Review materials, done in a timely manner
• Address all organization wide requests on an Ad-hoc basis in a timely manner, with involvement of management
• Act as stand in for any other Customer Success Operational needs outside of current scope, if needed

Job Requirements:

• BS/BA in Business Administration, or related field, required
• 5-7 years of relevant experience, required
• Business operations experience in SaaS, prefered
• 3+ years of advanced Excel usage, required
• Excel modeling experience, required
• Salesforce.com experience, required
• Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Understanding of complex business operations and fundamentals of logic (IFs, ANDs, and ORs)
• Strong understanding of Financial and operational SaaS KPIs and other Key Metrics

• Clear understanding of Professional Services, Training, Support and Software Implementation
• Excellent communication, written, verbal, and listening skills
• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Confidence in advocating best practices