Customer Success Manager
Deadline: 18 July 2024
Employment term: Permanent
Category: Sales/service management
Job type: Full time
Location: Yerevan
Job description:
Ready to be a Titan?
As a Customer Success Manager, you will serve as the primary point of contact for a designated list of customers, partnering closely with them to understand their needs, prove value, overcome obstacles, and empower them to keep using ServiceTitan as the ultimate tool to achieve extraordinary business outcomes.
You will be responsible for the strategic growth and retention of your BoB, leveraging both proactive and reactive touch points throughout the customer journey to drive customer satisfaction and value maximization.
Being a top CSM involves a combination of relationship-building, technical knowledge, problem-solving, data analytics, and internal partnership (working closely with teams such as Sales and Support) to deliver a seamless customer experience and support our customers in achieving their business objectives.
Work Schedule: 16.00 PM to 01.00 AM
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Job responsibilities
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Account Ownership: Own a designated Book of Business, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts
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Relationship Management: commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution
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Drive Value and ROI: guide customers through their journey with ST, identify key value maximization opportunities through an intimate understanding of the ServiceTitan platform, the ability to resolve complex issues and to create comprehensive, customer-facing value plans to demonstrate the ROI of ServiceTitan to key stakeholders
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Reactive Engagement: address incoming customer inquiries, and partner with internal teams to drive timely resolutions
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Proactive Engagement: attend pre-scheduled Customer Success calls, or conduct outreach to engage with customers in need of a Success Call, use these calls to understand their goals, highlight existing value, flag opportunities for increased value, and address roadblocks utilizing ST to achieve their desired business outcomes
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Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes (digital success campaigns, remote workshops, proactive customer calls, etc.)
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Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise in addition to owning and defusing challenging customer situations, should they arise, turning them into an opportunity for positive outcomes and increased customer loyalty
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Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions,
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Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively, drive customer engagement in webinars, ember, spark or community
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Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS), by finding new ways to continuously improve our customers' experience, both in the use of our product and through improved internal processes
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Project Management: break down complex issues and stay highly organized in managing customer accounts, ensure timely follow-ups, and document interactions
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Gross Revenue Retention: Monitor customer usage and engage in renewal discussions (both core and pro products) to ensure long-term satisfaction, and account retention and maximize up-selling and cross-selling opportunities
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Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement.
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Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals.
Required qualifications
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2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred
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A customer value, ROI, and business outcome-driven mindset
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Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan.
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Strong de-escalation and problem-solving skills.
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Highly skilled in written and verbal communication (English - near native)
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Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.
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Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
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Quick thinking, fast learning, and solution-oriented, with an ability to think outside the box and see things through to resolution
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Self-motivated and able to work effectively in a remote setting.
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Highly organized and detail-oriented.
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Project management skills and experience are a plus.
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Exceptional organizational and time management skills.
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Empathetic with a customer-focused approach
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Passion for phone-based customer interactions.
Preferred Skills and Experience
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Project management
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Sales
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Data or Business performance analytics
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Operational use of SalesForce, Gainsight, and Tableau
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Highly proficient in ServiceTitan workflows and best practices
Required candidate level: Not defined
Additional information
Work Schedule: 16.00 PM to 01.00 AM
Professional skills
Sales/service experience
Customer Service skills
Strategic Planning
B2B sales
Support
B2B marketing
Knowledge of effective sales and applied technologies
Soft skills
Positive attitude
Time management
Problem solving
Conflict resolution skills
Customer/service oriented
Coaching /mentorship
Self-Starter
Self confidence
Retail sales
Customer Support
Empathy
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About Company
ServiceTitan is a mobile, cloud-based software platform that helps Home Service companies streamline operations, improve customer service, and grow their business. We develop a backbone end-to-end solution for the multi-billion dollar Residential Home Service industry. Integrated CRM, intelligent dispatching, comprehensive reporting, marketing campaign tracking and management, mobile client for technicians in the field, integration with a variety of other software products, including Quickbooks and Intacct — these are just some of features ServiceTitan provides for its customers. Besides that, we bring a modern SaaS infrastructure to an industry traditionally underserved by software. We enable our customers to more easily manage their business, gain a lot of transparency on its state, and in the end, earn more.
We're a startup that is already successful — thousands of customers, rapid growth, incredibly low customer churn rate, and funding provided by top-tier investors in cloud software are just some of the indicators of this. Yet we are young enough to enable our team members with a very significant growth potential — both in terms of career and in terms of equity.
If you are intelligent, humble, and passionate about making a huge difference in the lives of hard-working people, ServiceTitan wants to be your platform for achieving the extraordinary. Join us.
Benefits:
- Stock options in one of the fastest-growing start-ups in Los Angeles
- An opportunity to grow in both skill and responsibility as the company scales
- Make a noticeable impact on your co-workers and customers
- Flexible vacation policy
- Flexible working hours
- Parental leave
- A world-class health insurance plan
- Free lunch every day
- Snacks and munchies in the kitchen
- Wellness/gym package
- Mobile plan coverage
- Learning and development budget
- Parking coverage
- Referral bonuses
- Performance bonus
- ... and many more perks
$165M For ServiceTitan and the Future of Home Services
The founding of ServiceTitan is very much the story of the American dream.
When Vahe and I tell it, we often say that it started in college, where we first met. But the truth is that the story started long before that, when both of our families first immigrated to this country. When they did, they did so with no money. No jobs. No language skills. But they worked extremely hard to build a life for us, to put food on the table, and to put us through school.
So when we graduated from Stanford and USC, we both decided not to take high profile tech jobs in the Bay Area. Instead, we went back home and used our skills to help the family plumbing and air conditioning businesses. We owed it to them, after the years of dedication and hard work they put in to make sure we had an even better life than they had.
Six years later, the software platform we built for them has grown to become a critical tool for companies across the US and Canada. And today, we’re proud to announce another milestone for ServiceTitan, as well as a milestone for vertical software and SoCal: a $165 million Series D at a $1.65 billion post-money valuation led by Nina Achadjian at Index Ventures, who joins our board, along with new investors Dragoneer and T Rowe Price, and existing investors Iconiq, Battery and Bessemer. This is the largest raise ever for a vertical SaaS company and the largest SaaS round in Southern California history.
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Contact details
Website https://www.servicetitan.com/
Phone: +37499094095
Address: 2/2 Melik Adamyan St, 3rd floor, Yerevan, Armenia