Pro Specialist, Success

Ready to be a Titan

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 everyday because what we do matters to real people. We share wins with our customers and build real relationships that go far beyond a business partnership. If you are passionate about helping people, love technology, aren't afraid of a challenge or two, and have a passion to push yourself to your maximum potential, our Pro Specialist team is where you belong.

We are looking for a hard-working passionate professional with the ability to work cross-functionally in a dynamic and fast-paced environment.

What you’ll do:

• Become an expert on the ServiceTitan suite of Pro Products beginning with Marketing Pro & Scheduling Pro. 

• Partner with the Customer Success Managers, driving customer satisfaction & retention for all Pro Products

• Facilitate a book of business across Enterprise & Strategic tenant accounts as an essential account “pod” member.

• Identify opportunities for improved product use, product expansion and identify risks based on product use and customer sentiment.

• Be a strong partner to the Pro Account Management team, providing feedback on onboarding & product utilization commitments across Enterprise tenants

• Facilitate in-depth Optimization discussions covering best practices and tools for tenants to maximize their return on investment. For example:

  • For Marketing Pro, provide expert guidance and review of campaigns and campaign content, optimizing for full Pro Product use (i.e., Scheduling Pro)

  • Review Scheduling Pro capacity options and review tenant websites to ensure proper funnel optimization. 

  • Communicate with clients how their capacity & settings may affect both Scheduling Pro effectiveness & Dispatch efficiency. 

• Provide an amazing ongoing customer experience through post-live calls and specialized support (e.g., working with customers to answer questions, best utilize features, further engage in the experience, etc.)

• Collaborate with Pro Implementation Managers to Increase stick rate during trial periods or promotional offers, i.e. free trials and ensure a smooth transition from Onboarding to Success

• Foster positive customer sentiment for referrals, social interaction, future adoption, etc.

• Increase NPS across the suite of Pro Products.

• Minimize customer churn / perceived product gaps by offering creative work-arounds while functionality is being improved.

• Provide continuous feedback to Product on how we can improve the experience for the customer.

What you’ll need:

• 2+ years of relevant experience managing multiple accounts with a proven track record of success OR 1+ years experience in the home services industry as a GM, Ops Manager, or similar role

• BA/BS degree preferred

• Self-starter that thrives in a fast-paced environment with the demonstrated capacity to lead, motivate and work well with others

• Demonstrated ability for and interest in project management and analyzing data sets

• Proven ability to multi-task and manage multiple projects at a time while paying strict attention to detail

• Team player with strong communication and organizational skills, and an ability to “roll with the punches” while still having fun at work

• Intermediate level understanding of value drivers in recurring revenue business models

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. 

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 t