Sr. Manager, Enterprise Implementation Services at ServiceTitan
Ready to be a Titan?
The Enterprise Implementation Services team serves as the central cog in the setup, configuration, training and testing of the ServiceTitan platform for the largest and most influential businesses across the Home Services industry. Our impact reverberates throughout the customer journey, directly correlating to the retention and expansion of these high-value customers. Each Project Manager’s ability to develop strong relationships, identify and mitigate risk, drive feature adoption and deliver with consistent and effective communication enables the Enterprise Implementation Services team to achieve at a high level and provide immense value to our customers and the business. We care a great deal about our work, and are sustained by the difference it makes not just for the businesses we work with, but for the thousands of individuals and their families that our software impacts every day.
ServiceTitan is looking for an Enterprise Implementation Services Team Manager to join our rapidly growing team. As Manager on the team, you will become a crucial part of the organization enabling the rapid growth of ServiceTitan and ensuring our team is supported in its development. You will be a critical part of the organization's success and will be at the forefront managing the delivery of ServiceTitan’s largest customers.
The Manager/Sr. Manager will oversee a group of 6-8 Project Managers, providing oversight of a Project Management team with a portfolio of 30-50 client engagements at any given time. In this influential position you will have three main responsibilities: 1) support and develop the implementation team, 2) serve as the primary escalation point for all implementations, 3) own customer satisfaction, cycle times, and delivery quality.
Once our travel schedule resumes, you will be expected to travel approximately 25-35% of the time to observe, mentor, and enable the Project Managers at on-site client engagements.
What You'll Do:
Be a leader taking ownership of one of the most impactful and challenging segments at one of the top SaaS companies in the world
Oversee a team of talented Project Managers, ensuring timely and quality deliveries of the product and full accountability for team goals and output
Anticipate project risks and issues, ensure effective communication plans are established, and confidently address any and all challenges
Develop and train new team members on best practices of project management, the implementation process, and the value of the ServiceTitan platform
Collaborate with cross-functional partners in Sales, Success, Technical Services and Product to ensure the voice of the customer is the central focus in recommended enhancements to the software and Customer Journey
What You'll Need:
5+ years of experience with implementing complex enterprise software solutions
2+ years of experience leading a team of project managers or software implementation specialists
Natural ability to navigate a steep learning curve in a fast-paced environment
External client-facing experience delivering projects to clients
Excellent emotional intelligence, patience, and active listening skills
Ability to motivate and lead resources in a challenging and fast-paced environment
Exceptional project management and organizational skills. Proven ability to multitask and manage multiple moving pieces at a time while not losing focus on the details
Possess a deep knowledge of project management best practices and how to effectively coach others to adopt them
Ability to handle tough client-facing situations with an objective and pragmatic outlook; address issues by delivering concise, constructive feedback and creative solutions
A track record of being a team player and leader with strong interpersonal and communication skills
Self-starter who thrives in an entrepreneurial, fast-paced environment
ServiceTitan or Home Services industry exposure a plus
We value a diversity of experience - in fact, many of ServiceTitan’s top performers joined our team without experience that perfectly matched our requirements. If you have management experience and are up for a challenge, we strongly encourage you to apply.
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.