Manager, Implementation
ServiceTitan is looking for an Implementation Team Manager to join our Midmarket Onboarding team. The ideal candidate will have seven or more years of professional experience which includes a balanced combination of software implementation, product solutioning and strategic planning.
As Manager in the MidMarket Implementation, you will become a critical member of the core team, influence the company's continued success, and help shape the future of the Home Services Industry.
The Team Manager will oversee a group of 5-7 MidMarket Project Managers providing daily oversight of their current accounts. The person will have four main responsibilities: 1) supporting the implementation team, 2) acting as the primary escalation point for all implementations under their team 3) take ownership of team goals, output and delivery quality, and 4) Maintain a small portfolio (1-2 clients at a time) of clients to keep abreast of any product or process changes.
What You'll Do
- Act as a leader taking ownership of one of the most impactful and challenging verticals at a fast growing SaaS software company
- Oversee a team of implementation specialists to ensure timely and quality delivery of the product
- Oversee the management of multiple and concurrent implementation projects, from planning and initiation through execution and closure, assuming full accountability for department goals and output
- Provide weekly check-ins with each Specialist to review all of their individual accounts.
- Coach new team members on product and process
- Carry the voice of the customer and make process change recommendations based on best practices and lessons learned.
- Anticipate project risks and issues, confidently address any and all challenges, mitigate risks and issues and escalate to appropriate parties where required
What You'll Need
- BA/BS in Management, Business, or Computer Science from a top tier University.
- 7-9 years of professional experience which includes at minimum 1-2 years in each of the following areas 1) Management, 2) Software Implementation and 3) Client Relationship Management
- Excellent emotional intelligence, patience and active listening skills
- Ability to motivate and lead resources in challenging and fast paced environment
- Exceptional project management and organizational skills. Proven ability to multi-task and manage multiple moving pieces at a time while paying strict attention to detail
- Ability to handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions
- Natural ability to navigate a steep learning curve in a fast paced environment
- A track record of being a team player and leader with strong interpersonal and communications skills
- Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”
- ServiceTitan or Home Services industry exposure a plus