Manager, SMB Implementation

Ready to be a Titan?
We accompany our customers every step of the way from the moment they partner with us to their transition to the Customer Success Team. 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 Customer Success team is where you belong.ServiceTitan is looking for a Manager for the SMB Implementation Team. In this role, you will become a critical member of the core team, influence the company's continued success, and help shape the future of the Home Services Industry. The ideal candidate will have experience in software implementation, escalation management, product solutioning and strategic planning.

What you'll do:

• Support and manage a team of 6-9 Implementation Managers that will report directly to you
• Achieve quarterly goals as determined by Leadership in conjunction with Onboarding Management
• Actively manage the pipeline of accounts under each of your Implementation Managers for optimal efficiency and tracking
• Ensure compliance of your team with outlined processes
• Act as the primary point of contact for all customer escalations within your team
• Work cross-functionally with managers in other departments to build process flows that affect multiple teams
• Lead our STCP implementation program with selected partners
• Help train, coach, performance manage and support the onboarding of new employees on your team, including interviews for potential new team members

What you'll need:

• 5-7 years of professional experience which includes at minimum 1-2 years in each of the following areas: Management, Software Implementation, and Client Relationship Management
• Excellent emotional intelligence, patience and active listening skills
• Ability to coach, motivate and lead resources in a challenging and fast-paced environment
• Exceptional project management and organizational skills. Proven ability to manage multiple moving pieces at a time while paying strict attention to detail.
• Ability to resolve customer escalations, focusing on results-oriented outcomes and customer satisfaction
• A track record of being a team player and leader with strong interpersonal and communications skills
• Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to adapt quickly to a changing landscape

When you will work: Mon-Fri 4Pm - 1Am (Armenia)

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 (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.
• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, 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.