SMB Implementation Manager, New Trades

Ready to be a Titan?

ServiceTitan is looking for an implementation manager for the New Trades SMB Implementation Team. In this role, you will become a critical member of the New Trades team, influence the company's continued success in this endeavor, and help shape the future of our expansion into New Trades markets. The ideal candidate will have experience in software implementation, escalation management, product solutions and strategic planning. You will own your client’s customer experience throughout implementation; expected to deliver excellent service, help clients complete onboarding in a timely manner and comfortable using the platform.

The New Trades Implementation team is dedicated to delivering customers from trades outside our core ICP (including but not limited to Roofing, Exteriors, Water Treatment, Pool & Spa, Security Systems and other trades). Titans in the New Trades Implementation will need to think outside the box to improve existing workflows to meet our customer's unique business needs.
 

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.

What you'll do:

• Serve as a process and workflow focused point of contact for a cohort of customers during 5 week implementation program

• Prepare, update, and manage project management materials

• Keep all customers within your cohort on track to go-live within their agreed-upon schedule

• Manage various forms of risk that would prevent customers from going live within predetermined schedule

• Conduct live working sessions with customers, demonstrating best practices and critical features for go live

• Host open office hours, 1:1 meetings, and group check-in calls with your assigned cohort

• Troubleshoot software and hardware issues related to supporting ServiceTitan and integrated applications

What you'll need:

• At least 2+ years of relevant experience preferred or Home Service industry knowledge and experience

• Critical thinking skills with experience in troubleshooting software issues

• Experience with ServiceTitan software a big plus

• 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 

• Familiarity with SaaS business models 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 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.

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 $54,000 USD - $78,000 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.