Operations Specialist, Customer Marketing

| Remote

ServiceTitan is seeking an Operations Specialist to join our Customer Experience team. This individual will focus on Operations of our Referral Program and play a crucial role in supporting and scaling the growth of our Customer Referral program.
We are seeking someone who has a strong passion for serving and understanding customers and who truly understands how customer success is tied to both our brand and business success. Our Customer Referral Program is a direct embodiment of this core value as our customer advocates empower us to grow the business in the most efficient channel: referrals.
The ideal candidate thrives in a cross-functional environment and approaches their work with data driven insights and streamlined processes to build for scale and efficiency. Above all, they are motivated by ensuring our customers are at the center of everything we do.

What you'll do:

  • Work with the Sales Development and New Markets organizations to ensure proper handling of leads generated via the Referral channels (customers and employees), all the while championing the customer to maintain a stellar experience.

  • Configure, administer, and iterate the environment of our referral software platform, SaaSquatch. Work with the Revenue Operations team to ensure data consistency between the platform, Marketo and Salesforce as well as with the Referral Communications Specialist to maintain a clean end user (our customers) experience.

  • Work closely with the Product Customer Experience and User Experience teams to maintain a fluid user experience for any referral programming within our application.

  • Partner with the Revenue Operations team to monitor referral pipeline and sales funnel dashboards daily and communicate real-time forecasting/ actionable insights to guide short- and long-term execution of targeted Referral Channel goals.

  • Use insights to identify gaps and trends in the funnel to minimize leakage as referral leads move through the sales funnel. This includes identifying deals stalled in the funnel and working with the Referral Communications Specialist to engage customers to help propel them forward.

  • Analyze participation in the program, both internally and externally, to understand efficacy of the messaging across various cohorts and build profiles of customers/employees who engage most with the program as well as understand our penetration into our customer portfolio.

  • Conduct routine governance of attribution of Referral generated opportunities to ensure that the channel, customer and/or employee are receiving their due credit. This involves holding a seat on our Attribution Committee.

  • Maintain a pulse on Referral marketing campaign performance, analyze the findings, and partner with our Referral Communication Specialist to maximize campaign performance and efficiency.

  • Submit and process referral payout rewards to our Accounts Payable & Payroll teams in a timely and routine manner.

What you'll bring:

  • 1-3 years in Marketing or Sales Operations

  • Experience with the Salesforce.com, Marketo, Google Analytics and Tableau platforms

  • Experience with referral platform tools (such as Referral Saasquatch or Ambassador) would be preferred

  • Strong understanding of Marketing and operational SaaS KPIs

  • Strong interpersonal skills and comfortable working on cross-functional teams

  • Strong written and verbal communication

  • Strong project management skills and a can-do attitude that will thrive in a fast-paced environment

  • 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


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 Founders Club- open to all Titans. 

  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. 

  • Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • HubSpotCRM
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    • MarketoLead Gen

Location

Our office is located in a buzzy, vibrant neighborhood with access to great restaurants and bars. Think small-town vibe with big-city amenities.

An Insider's view of ServiceTitan

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Perks + Benefits

ServiceTitan Benefits Overview

We are committed to supporting our Titans through different stages of life.

Young and early in your career? You are going to love our 401(k) employer match, pet insurance, financial planner access, and that we pay 100% for your health, dental, and vision insurance.

Looking to grow your family? We got you covered with benefits ranging from adoption assistance up to $20,000, a 6-month smart bassinet rental, an allergy prevention program for babies, and paternal leave of 100% pay for up to 16 weeks (in addition to any disability or state paid family leave!).

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
ServiceTitan provides employees with a 401(k) matching plan. We match 6% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to disability and state paid family leave, ServiceTitan offers 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Flexible Work Schedule
Remote Work Program
Variable dependent on role.
Family Medical Leave
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and offer 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
ServiceTitan sponsors family oriented events multiple times per year.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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