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.

Operations Manager, Customer Success

This position will report to the Sr. Manager of Customer Success Operations, and will thrive in a rapidly growing Customer Success Organization. This person will be a passionate, hard-working professional with proven operational analytical and technical skills, strong critical thinking, deep understanding of Customer Success, and the ability to work cross-functionally in a dynamic and fast paced environment.

What You'll Do

  • Develop problem solutions by describing requirements visually, studying system capabilities, analyzing alternative solutions, preparing system specifications and clear operational documentation
  • Partner with team managers to develop models, systems and processes which will provide important insights into our business and guide short- and long-term execution of targeted goals
  • Align with Leadership on the execution of high visibility strategic objectives in timely and professional manner
  • Work with Management to address our business needs efficiently and with a focus on continued scalability, optimization, improvement and flexibility of overall processes
  • Facilitate process training and consult on best practices to aid managers optimize team output
  • Own all KPI sources of data and reporting for the Onboarding teams alongside, Management, BI and Systems teams, ensuring data integrity, reporting requirements and business needs are being met efficiently
  • Work closely with management on need for Monthly and Quarterly Business Review materials, done in a timely manner
  • Address all organization wide requests on an Ad-hoc basis in a timely manner, with involvement of management
  • Act as stand in for any other CS Operational needs outside of current scope, if needed

What You'll Need

  • BS/BA in Business Administration, or related field, required
  • 3+ years of relevant experience in similar role, required
  • Business operations experience in SaaS, prefered
  • 3+ years of advanced Excel usage, required
  • Excel modeling experience, required
  • Salesforce.com experience, required
  • Excellent critical thinking skills; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Understanding of complex business operations and fundamentals of logic (IFs, ANDs, and ORs)
  • Strong understanding of Financial and operational SaaS KPIs and other Key Metrics
  • Clear understanding of Customer Success and Software Implementation  
  • Excellent communication, written, verbal, and listening skills
  • Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
  • Confidence in advocating best practices

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is here to champion the people in home services. ServiceTitan helps them provide a wonderful customer experience, improve sales and more easily manage their business.

Los Angeles Business Journal Top 100 Fastest Growing Private Company for 2017 
Inc. 5000 – America’s Fastest Growing Companies 2017
Forbes - Next Billion-Dollar Startup List 2017

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