We accompany our customers every step of the way from the moment they partner with us to the end of their journey. 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 CS team is where you belong.

Process Manager, Customer Success

ServiceTitan is seeking a Customer Success Process 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 process improvement experience, strong critical thinking skills, deep understanding of Customer Success and SaaS Business Processes, and will have the ability to work cross-functionally in a dynamic and fast-paced environment.

Job Description:

• Design and implement standardized process methodology across the CS organization
• Conduct full evaluation of all existing business processes and design/implement process improvement and optimization initiatives
• Work collaboratively across all Customer Success Business Stakeholders to help improve the management of business processes, efficiency of internal workflows, and consistency of process adherence across all users
• Focus on the entire process from beginning to end of the customer lifecycle, introducing innovation into the process that can impact results, enhance profitability and assist the Organization in meeting its efficiency and scalability objectives
• Assist in researching and Identifying sources to gather and analyze data relevant to all CS business processes
• Ensure that business process outcomes are in harmony with the Organization’s strategic goals
• Work with Leadership and Managers to address our business needs efficiently and with a focus on continued scalability, optimization, improvement and flexibility of overall processes
• Address all organization-wide process requests on an Ad-hoc basis in a timely manner

Job Requirements:

• BS/BA in Business Administration, or related field, required
• 4+ years of process improvement, management consulting, change management, or related business experience
• Process improvement experience in SaaS, highly desired
• Lean Six Sigma Green Belt Certification, preferred
• Project Management Professional (PMP) certification, a plus
• Systematic problem-solving skills, ability to determine root cause problems and implement solutions
• Ability to handle multiple, complex priorities and balance the needs of each according to business impact
• Strong written, verbal, presentation, and facilitation skills
• Advanced MS Office and G-Suite user, Including Visio and MS Project
• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Confidence in advocating best practices

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.

Los Angeles Business Journal Top 100 Fastest Growing Private Company for 2017 
Inc. 5000 – America’s Fastest Growing Companies 2017
Forbes - Next Billion-Dollar Startup List 2017