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. 

Head of SMB Implementations

ServiceTitan is seeking a Head of SMB Implementations to oversee growing team of Implementation Project Managers and Industry Experts. The SMB Implementation team is vital to ServiceTitan; instrumental to long-term profitability, and encompasses on-boarding, training, data import, services and product adoption. This role will focus on evolving our current SMB implementation processes to scale at hyper-growth speeds while delivering a superb customer experience.

What You'll Do

• Own the overall success of SMB Implementation team, including planning, growth and staffing, thereby ensuring an outstanding client experience that decreases time to first value and drives adoption
• Drive efficiencies in process and procedures, continually seeking ways to drive product adoption and get clients implemented faster
• Define and Optimize Customer Lifecycle - implement best practices, map customer journey, identify opportunities for listening points and interventions
• Manage Implementation Activities – track and measure KPIs, project milestones, onboarding task, client advocacy
• Measure Effectiveness of Implementation team - refine operational metrics for the team, create reporting and review cadences, status executive team
• Inspire Customer Success Across Company - create company-wide culture of Customer Success across the organization (Marketing, Product, Sales, Finance, Executive)
• Have the ability to manage push backs on some client requests while gaining trust and consensus on tough decisions
• Be an extremely effective communicator understanding the significance and appropriate use of various communication channels and tone based on circumstances and audience

What You'll Need

• Bachelor degree in Business, Management, or Engineering from a top tier University – MBA strong preferred
• 5-7 years of professional experience which includes at minimum 2 years in each of the following areas 1) software implementation 2) management of large teams 3) client relationship management
• Enthusiastic and creative leader with the ability to inspire others
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ability to manage resources in challenging and fast paced environment
• Be meticulously detail-oriented with the ability to multitask, manage client expectations and align internal resources for quality and timely delivery of projects
• Natural ability to think several steps ahead of the client and take proactive steps to address roadblocks and issues
• A track record of being a team player and leader with strong interpersonal and communications skills
• Experience scaling and developing implementation teams

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is here to champion the people in home services. ServiceTitan helps them provide a wonderful customer experience, improve sales and more easily manage their business.

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