SMB Implementation Manager

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 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.  Our team's success directly correlates with our clients' success, as we are responsible for guiding them through the entire implementation process, from initial setup to full-scale utilization of our platform's capabilities. By meticulously understanding their unique business needs and objectives, we tailor our implementation strategies to optimize efficiency, enhance productivity, and drive measurable outcomes.  

What you'll do:

• Closely manage multiple and concurrent implementation projects from initiation through project close, acting as the primary point of contact for your clients and assuming full accountability for a high quality customer experience and on-time activations. 

• Manage Stakeholder relationships to ensure that each phase of a customer’s implementation is delivered on-time while ensuring long-term customer success and positive sentiment.

• Consistently update all internal and customer stakeholders on any progress and/or roadblocks to maintain alignment and transparency, while continually driving the project forward to meet established deadlines. Communicate key information on upcoming milestones and execution plans in a clear, concise format leveraging project management artifacts such as (RAID Logs, Project Status Templates) 

• Lead discovery sessions to understand business requirements to deliver a ServiceTitan environment configured to meet their needs and align with ServiceTitan best practices.

• Conduct training with clients to enable them on the different functions within the software and ensure their Go-Live readiness.

• Proactively identify and mitigate escalate customer risks, and collaborate with product, leadership, and/or supporting resources to develop and communicate potential solutions while maintaining on-time activations and customer retention rates.

• Collaborate with cross-functional data, telecom, fintech, and product teams to continuously improve our service and product for the markets we serve.

• Stay up-to-date and enabled on all new and in-development ServiceTitan functionality to ensure customers utilize most current features.

• 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

• Exceptional project management skills; Proven ability to multi-task and manage multiple moving pieces at a time while paying strict attention to detail

• Exceptional customer relationship skills and a clear view on what constitutes excellent customer service

• Familiarity with SaaS business models a plus

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