Implementation Analyst I

Ready to be a Titan?
The Implementation Analyst I plays a critical role in guiding small to mid-sized business (SMB) clients through a successful onboarding process with FieldRoutes software. This position focuses on setting up the customer for success — including setting up new offices, hosting basic training webinars for new customers, leading one-on-one sessions on specific advanced training topics for both new and current customers, and ensuring a smooth transition for customers making the move over to FieldRoutes. The ideal candidate is highly organized, tech-savvy, customer-focused, and thrives in a fast-paced environment.

What you'll do:

• Act as the primary point of contact for assigned implementation projects.

• Setting up customer databases, user settings, service types, forms & contracts, and other key system components during onboarding.

• Lead basic training webinars and personalized advanced training sessions tailored to each customer’s business needs.

• Collaborate with internal teams (e.g., Development, Data, Support) to troubleshoot technical issues or escalate system-related concerns.

• Maintain accurate, up-to-date records in project management systems and ensure timely progress updates to customers and stakeholders.

• Deliver a high-quality onboarding experience that promotes long-term customer success and satisfaction.

• Support continuous improvement by providing feedback on onboarding workflows, documentation, and tools.

What you'll bring:

• Bachelor’s degree required or equivalent combination of work experience and education

• At least 1+ years of customer service experience.

• Onboarding or implementation experience a plus.

• Excellent verbal and written communication skills including the ability to explain technical concepts to non-technical users.

• Excellent customer service skills and problem-solving skills, with an eye for detail and data accuracy.

• Ability to multi-task, prioritize multiple projects simultaneously, and manage time effectively

• Self-driven, results-oriented with a positive outlook and a focus on quality

• Ability to work in a fast-paced environment

• Quick learner and willing to be flexible

• Experience with FieldRoutes is a plus

• Tech-savvy and proficient with Excel and web-based applications; ability to learn new platforms quickly.

• Experience using project management or CRM platforms (e.g., GuideCX, Salesforce, Jira) is a plus.

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 $48,500 USD - $64,800 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.