**Ready to be a Titan?** In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products and services, and how to retain their business. Oversee a seamless transition from Sales to Implementation acting as the company equilibrium. Responsibility is inclusive of but not limited to: de-escalating complaints/frustrations, guiding customers to increased product adoption, offering concessions, billing modification, contract negotiations, and contract amendments- requires speaking directly with customers about retention options. Analyzes customer behavior. Own Salesforce workflows for creating, updating, and ensuring compliance with escalation ticketing system. Work with Sales and Onboarding department leads to continue to develop and adapt to save and churn trends. Ensure the customer’s transition to Implementation is smooth.
What you'll do:
- You will be an integral part in proactively supporting Sales, CS and Success to drive forth seamless transitions across the customer journey
- You will be a champion for the Customer
- You will drive forth our Mission to continue to improve our one metric: the success of our customers
- Support and work effectively with Account Executives, Implementation Managers, Billing, and Customers
- Manage customer-related expectations, escalations, billing requirements, and churn accounts
- De-escalate and inspire customers to adopt Onboarding
- Ability to learn the ServiceTitan product
What you'll bring:
- Comes at a problem with perspective (ideally informed perspective) and experience
- Meticulous attention to detail and demonstrated ability to handle multiple priorities
- Salesforce knowledge/experience (reporting, dashboards)
- Willingness to take initiative (identify problems quickly, proactive communication upstream and downstream, take on out-of-scope responsibilities when needed)
- Expert ability to break down complex situations
- Expert ability to make unbiased decisions
- Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level that will help transform the Pre-Implementation customer retention process
- Effective risk and problem mitigation skills, as well as facilitate timely decisions against action plans
- Advantageous customer service skills.
- Advanced communication and interpersonal skills
Qualities
- Ability to handle many projects/ juggle multiple competing priorities without compromising quality of output
- Quick on feet + ability to discern solutions
- Coachable and self aware
- At tune with Self- regulation
- Effective time management
- Active listening + rapport building skills
- Passion to deeply understand the Trades
- Intrinsically motivated
- Empathy
- Slow to judge/form opinions
**Demonstrated Experience **
- Empathize cross functionally while working effectively across teams
- Embody SLT guiding principles: Go for the Gap, Entitled to nothing grateful for everything, Keep a Blue Head
- Proficient Product Knowledge
- 1-2 years Customer Retention experience .
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.
Use of AI Technology:
We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.
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 $65,800 USD - $88,100 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.