ServiceTitan is looking for a Customer Success Technologist (CST) specializing in Accounting to join a high performing team of specialists! This is a coveted and extremely valuable position at ServiceTitan and a great chance to get in to an award winning, fast growth tech startup. 

CSTs act as trusted technical advisors to a team of 70 Customer Success Managers (CSMs) to expedite workflow solutions for customers and allow the organization to scale.  CSTs solution problems, create playbooks, and offer ideal workflows to optimize the customer experience.  CSTs work to improve the lives of CSMs and our customers through their technical expertise and support. The Accounting CST reports to the Manager, Customer Success Technologists and will join a small but elite team of 4 other CSTs. 

As our Customer Success Technologist (CST), you are:

  • A trusted resource/the last resort for CSMs who need help resolving tough customer questions. You will do this through leading office hours (M-Th 11-12), answering questions in the CST slack channel, and through 1:1 calls with CSMs
  • A creative problem solver. CSMs will come to you when they are stuck. Your role is to help them find workable solutions whether this is through creative workflows, working with other teams, or submitting a product request.
  • A ServiceTitan Super SME. Your ability to answer most questions is predicated on superb ST knowledge in all areas of the platform. While not expected that you know every answer, you are expected to know most areas of the platform at a high level or know how to get to the answer. For this reason, constant learning will be key. 
  • A multiplier. In all that you do, you seek to scale your own time and expertise, and that of those around you. You do this through playbook creation, CSM coaching, documentation, and creating scalable processes.

As our Customer Success Technologist (CST), you will:

  • Develop programs, playbooks, and recommended configurations that improve customer lifetime value realization through higher product adoption, customer education, and KPI-driven approaches
  • Partner with CSMs and CS Management to drive adoption of ST features.
  • Build technical expertise in yourself and in CSMs in key product areas
  • Serve as a key technical partner for CSM Managers and CSMs, helping to get solutions that are CS is confident in (by CSTs collaboration with other specialist teams)
  • Scale CSM and Client time
  • Reduce churn in three ways: 
    • 1) Prevent escalations. CSTs do this by partnering with the CSM to address customer issues that (if unresolved) would have led to an escalation down the road
    • 2) De-escalate customers. CSTs do this through on call assistance and technical assistance to the CSM.
    • 3) Save customers. CSTs do this through on call assistance and technical assistance to the CSM.
  • Create new and innovative ways to drive client and system improvements with a focus on efficiency, scalability, and improving the customer experience
  • Monitor and identify trends in ServiceTitan adoption and utilization, Success Plan adoption and utilization, providing guidance and data insights to Success Management team

To be successful in this role, you'll need:

  • 2+ years Accounting/Finance/Consulting expertise or commensurate experience (Bachelors or Masters in Accounting, CPA, Licensed Tax Professional certification, experience as an accounting manager, accountant, in finance, etc).
  • 1+ years experience in Customer Success/Service/Account Management/technical support role[s]
  • BA/BS degree (or equivalent) required;  CPA is a plus
  • Demonstrated expertise in QuickBooks Online and Desktop, Intacct a plus
  • Demonstrated expertise in accounting procedures
  • Experience building and implementing accounting processes
  • Experience with Account Receivable and Account Payable transaction lifecycles
  • Excellent people skills: must be personable, patient, and good-humored
  • An efficient and effective problem-solver
  •  Intelligent, quick thinking, and fast learning
  • Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
  • Must be able to juggle many simultaneous tasks
  • A team player with strong communication and organizational skills—and an ability to “roll with the punches”
  • Outstanding verbal and written skills. Must be able to communicate ideas clearly to both customers and co-workers
  • Creative, out of the box solutioning skills
  • The ability to translate complex technical issues into tangible solutions
  • Ability to prioritize, multi-task, and perform effectively under pressure

About ServiceTitan

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

1. Work/Life Balance: flexible work schedule, flexible PTO
2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does 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. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.

CCPA Notice for CA Residents applying to Jobs at ServiceTitan

Please review the CCPA Notice here: ServiceTitan CCPA California Privacy Notice

Life at ServiceTitan 

http://instagram.com/lifeatservicetitan | https://www.themuse.com/profiles/servicetitan | https://www.builtinla.com/company/servicetitan-inc

#LI-AL1

Apply for this Job

* Required

  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at ServiceTitan are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.