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.