Manager, Pro Onboarding

Ready to Be a Titan?
As the Manager, Pro Product Technical, you will lead a team responsible for onboarding, training, and ensuring the success of our newest Pro Product clients, including those using our telecom-focused products. In this role, you’ll guide a team of Product Technical Specialists who manage onboarding timelines, coordinate with post-sale teams, and deliver comprehensive training on the full suite of Service Titan Pro Products, with a strong focus on telecom services. This role is ideal for a proactive, organized, and tech-savvy leader with telecom expertise, passionate about fostering client success and building team capability.

What You’ll Do:

• Team Leadership and Development: Lead, mentor, and develop a team of Product Technical Specialists, ensuring they have the tools, training, and support needed to deliver exceptional client experiences.

• Telecom Expertise and Support: Provide advanced guidance on telecom-specific products like Phones Pro and Contact Center Pro, helping the team address VoIP configuration, SIP setup, call routing, and other telecom-related technical needs.

• Process Improvement: Establish best practices and continuous improvement initiatives for onboarding, training, and client engagement processes, ensuring a streamlined, high-quality experience, particularly in telecom services.

• Client Success Coordination (with PPS): Oversee the onboarding and training experience, ensuring each client is equipped to fully leverage Service Titan Pro Products (e.g., Scheduling Pro, Dispatch Pro, Sales Pro), with special attention to the integration of telecom products.

• Cross-Functional Collaboration: Coordinate closely with Product, Success, and Support teams to address client needs, manage telecom escalations, and facilitate effective communication.

• Strategic Troubleshooting and Problem-Solving: Act as the escalation point for technical issues, especially those related to telecom configurations and integrations, ensuring seamless service delivery and client satisfaction.

• Customer Engagement and ROI Optimization: Ensure team members work collaboratively with clients to understand their needs, provide tailored setups, and optimize configurations for best outcomes, with particular focus on telecom effectiveness.

• Performance Metrics and Reporting: Track and analyze team performance against KPIs, including telecom-specific metrics, using data to drive improvement and communicate results to senior management.

• Product Knowledge and Training: Ensure the team stays updated on all Service Titan Pro Products, with special emphasis on telecom solutions, driving knowledge-sharing initiatives and regular product training.

• Feedback Loop with Product Management: Build and maintain strong relationships with Product Managers, particularly for telecom products, to provide valuable customer feedback and influence future developments.

What You’ll Bring:

• Experience: 5+ years in a support, implementation, or account management role at an enterprise software or SaaS company, with at least 2+ years in a leadership position. Experience with telecom services and technology preferred.

• Telecom Knowledge: Proficiency in telecom services and technology, including VoIP, SIP configuration, call routing, and telecom troubleshooting.

• Customer-Centric Mindset: Strong focus on customer success, with experience optimizing onboarding processes and managing complex, multi-stakeholder projects.

• Exceptional Communication and Facilitation Skills: Proficient in verbal and written communication, with the ability to present effectively and manage client and team interactions confidently, especially around telecom-related topics.

• Problem-Solving Expertise: Strong technical troubleshooting skills, with a particular focus on telecom configurations and escalations, offering guidance on complex technical issues.

• Organizational and Project Management Skills: Highly organized, autonomous, and adept at managing multiple projects, deadlines, and priorities simultaneously.

• Relationship Building: Proven track record of establishing and maintaining strong client and team relationships, with exceptional relationship management and interpersonal skills.

• Proactive and Self-Motivated: Able to drive initiatives, inspire team motivation, and take proactive steps to address potential challenges before they arise.

Why You’ll Love This