Senior Manager, Commercial Enterprise Implementation

Ready to be a Titan?

The Enterprise Implementation Services team plays a pivotal role in ensuring our client’s sustained success by owning the setup, configuration, training, and testing of the ServiceTitan platform for the largest and most influential businesses across the Home and Commercial Services & Construction industry. Our team's success directly correlates with our clients' success, as we are responsible for guiding them through the entire implementation process, from initial setup to full-scale utilization of our platform's capabilities. By meticulously understanding their unique business needs and objectives, we tailor our implementation strategies to optimize efficiency, enhance productivity, and drive measurable outcomes. 

Position Overview:

The Sr. Manager will lead a large team consisting of 3-6 “Pods,” each of which contain a Delivery Manager and 3-5 Implementation Consultants. Each Pod is accountable for the successful delivery of the ServiceTitan platform for 12-18 businesses at a time. These Pods rely on their Sr. Manager for oversight, process improvement, performance management, and escalation management. 

The Sr. Manager is expected to travel approximately 20-30% of the time to observe, mentor, and enable their team members 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 Delivery Managers and Implementation Consultants, ensuring projects are delivered on-time and with quality

• Manage the portfolio of your team by regularly checking in on and reporting out on progress and status of the implementation projects, providing guidance to your team members to help them achieve on-time activations and avoid larger escalations

• Hold your team members accountable through regularly performance management including setting clear expectations, holding an extremely high standard for success, and helping team members quickly improve to meet that standard

• Collaborate with cross-functional partners in Sales, Success, Shared Services and Product to ensure the voice of the customer is the central focus in recommended enhancements to the software and Customer Journey

• Be solutions- and action-oriented when team members flag risks and customer escalations, working to resolve at the Sr Manager level as much as possible, as well as total ownership to take learnings to the next level via RCCA frameworks.

• Take total ownership of the Comm+ Enterprise complexity playbook

• Manage capacity, account assignments, and proactively forecast needs

• Drive new market insights and learnings to influence product roadmap, workflow best practices, and ICP/ACP dimensions.

What You'll Bring:

• At least 7-10 years of relevant work experience that may include a combination of experience in managing a team of direct reports, owning client relationships, project management, technology/SaaS implementation, and/or the home or commercial services industries

• Bachelor's Degree or equivalent professional work experience

• A proven track record of being exceptionally detail-oriented while managing multiple projects

• Ability to think several steps ahead and take proactive steps to address roadblocks and issues

• Exceptional relationship-building skills and a clear view on what constitutes an excellent client experience and partnership

• Experience as a collaborative team player always looking to help and enable others in the organization

• Knowledge of and experience with SmartSheet a plus (not required)

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 more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and 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.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $151,100 USD - $202,100 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.