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.

Project Manager, Strategic Accounts

As a Project Manager, Strategic Accounts, you’ll oversee the onboarding experience for ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). You’ll serve as the primary point of contact for corporate leadership during implementation, developing and executing on project plans to onboard all franchises locations to ServiceTitan. The ideal candidate will be able to quickly develop relationships with customers, lead large teams with multiple stakeholders, clearly communicate deliverables and timelines to all parties, and be comfortable wearing many hats to meet changing customer and project needs.

What You’ll Do

• Serve as the face of the company to management contacts at strategic accounts and skillfully navigate all conversations, from introduction to long term relationship building
• Facilitate and lead onsite process review and gap analysis sessions
• Construct detailed implementation plans for the rollout of ServiceTitan within a multi-location franchise system
• Manage and coordinate cross-functional resources to deliver against defined timelines and client business requirements
• Facilitate sessions with client stakeholders to outline scope, goals, deliverables, resource needs and do it all with confidence and a smile
• Provide coaching and training on product best practices and workflows
• Anticipate project risks and issues, confidently address any and all challenges, mitigate risks and issues and escalate to appropriate parties where required
• Have the ability to push back on some client requests while gaining trust and consensus on tough decisions
• Act as an escalation point on customer support issues
• Identify areas for improvement in the customer experience, both in our product and processes

What You’ll Need

• 5-7+ years of experience in a combination of software implementation, project management, and client relationship management
• Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Exceptional project management skills. Proven ability to multitask and manage multiple moving pieces at a time while paying strict attention to detail
• Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues
• Be a problem-solver who has a demonstrated ability to overcome challenges with creative solutions
• Team player with strong communication and organizational skills, and an ability to “roll with the punches”
• Personable and patient with great people skills and a good sense of humor
• Familiarity with SaaS business models and agile development methodologies a plus
• Ability to travel up to 30%

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.

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