Senior Enterprise Project Manager I

Ready to be a Titan?
The Enterprise Implementation Services team serves as the central cog in the setup, configuration, training, and testing of the ServiceTitan platform for the largest and most influential businesses across the Home Services industry. 
 
Our impact reverberates throughout the customer journey, directly correlating to the retention and expansion of these high-value customers. Each team member’s ability to develop strong relationships, identify and mitigate risk, drive feature adoption and deliver with consistent and effective communication enables the Enterprise Implementation Services team to achieve at a high level and provide immense value to our customers and the business. We care a great deal about our work, and are sustained by the difference it makes not just for the businesses we work with, but for the thousands of individuals and their families that our software impacts every day.

What you'll do:

• Manage multiple tasks, deadlines, deliverables, and expectations of various clients while ensuring they follow project standards and ServiceTitan recommendations. Must be able to handle multiple projects and tasks simultaneously with an organized mindset.

• Construct detailed plans for implementation of the project, including scope and key deliverables, as well as required resources to ensure buy-in from client stakeholders.

• 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) 

• Develop and foster long-term relationships with customers, built upon trust and having their best interests at heart. This includes managing expectations and navigating through challenging conversations.

• Coordinate with cross-functional teams to deliver against defined timelines and partner closely with Project Engineers and Engagement Managers during launch week to ensure a successful customer onboarding.

• Responsible for mitigating any potential project risks and escalating issues to the appropriate parties. Providing timely follow up with expected resolution dates.

• Relay product features and can customize to the tenant's workflow. If the customer is unsure of the right workflow to put in place, offer accurate guidance to fit the specific needs of their business. Can effectively explain product benefits, risks, and limitations with little support.

• Work with customers to understand their specific business requirements and needs. Be prepared to conduct or reinforce regular trainings with customers, enabling them on the different functions within the software that are customizable to their unique workflows 

• Speak to the advantages of our product versus the competition. Show knowledge of common industry nomenclature.

What you'll bring:

• 5-7 years of relevant experience in either software implementation, project management, and/or client relationship management preferred

• Experience with ServiceTitan software a big plus

• Exceptionally detail-oriented while juggling multiple tasks to successful completion

• Ability to think several steps ahead and take proactive steps to address roadblocks and issues

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

• Proven ability to influence others and inspire confidence in your abilities. An exceptional communicator, both written and verbal, with strong interpersonal skills. High level of organization, goal-oriented, and can prioritize effectively.

• Problem-solver and demonstrate the ability to overcome challenges with creative solutions. Take ownership of any tasks within the project plan to help support and deliver value to our customers.

• Knowledge, and previous experience with SmartSheets a plus (not required)

• Travel domestically & Canada up to 35% of the year. (Including Canada)

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 su