SMB Implementation Manager, New Trades

Ready to be a Titan?

ServiceTitan is looking for an implementation manager for the New Trades SMB Implementation Team. In this role, you will become a critical member of the New Trades team, influence the company's continued success in this endeavor, and help shape the future of our expansion into New Trades markets. The ideal candidate will have experience in software implementation, escalation management, product solutions and strategic planning. You will own your client’s customer experience throughout implementation; expected to deliver excellent service, help clients complete onboarding in a timely manner and comfortable using the platform.

The New Trades Implementation team is dedicated to delivering customers from trades outside our core ICP (including but not limited to Roofing, Exteriors, Water Treatment, Pool & Spa, Security Systems and other trades). Titans in the New Trades Implementation will need to think outside the box to improve existing workflows to meet our customer's unique business needs.
 

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.

What you'll do:

• Serve as a process and workflow focused point of contact for a cohort of customers during 5 week implementation program

• Prepare, update, and manage project management materials

• Keep all customers within your cohort on track to go-live within their agreed-upon schedule

• Manage various forms of risk that would prevent customers from going live within predetermined schedule

• Conduct live working sessions with customers, demonstrating best practices and critical features for go live

• Host open office hours, 1:1 meetings, and group check-in calls with your assigned cohort

• Troubleshoot software and hardware issues related to supporting ServiceTitan and integrated applications

What you'll need:

• At least 2+ years of relevant experience preferred or Home Service industry knowledge and experience

• Critical thinking skills with experience in troubleshooting software issues

• Experience with ServiceTitan software a big plus

• …