ServiceTitan · 3 hours ago
Manager, Pro Onboarding
United States
Full-time
Remote
Mid, Senior Level
$86K/yr - $124K/yr
5+ years exp
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Responsibilities
Lead, mentor, and develop a team of Product Technical Specialists, ensuring they have the tools, training, and support needed to deliver exceptional client experiences.
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.
Establish best practices and continuous improvement initiatives for onboarding, training, and client engagement processes, ensuring a streamlined, high-quality experience, particularly in telecom services.
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.
Coordinate closely with Product, Success, and Support teams to address client needs, manage telecom escalations, and facilitate effective communication.
Act as the escalation point for technical issues, especially those related to telecom configurations and integrations, ensuring seamless service delivery and client satisfaction.
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.
Track and analyze team performance against KPIs, including telecom-specific metrics, using data to drive improvement and communicate results to senior management.
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.
Build and maintain strong relationships with Product Managers, particularly for telecom products, to provide valuable customer feedback and influence future developments.
Qualification
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Required
5+ years in a support, implementation, or account management role at an enterprise software or SaaS company
At least 2+ years in a leadership position
Proficiency in telecom services and technology, including VoIP, SIP configuration, call routing, and telecom troubleshooting
Strong focus on customer success, with experience optimizing onboarding processes and managing complex, multi-stakeholder projects
Proficient in verbal and written communication, with the ability to present effectively and manage client and team interactions confidently, especially around telecom-related topics
Strong technical troubleshooting skills, with a particular focus on telecom configurations and escalations, offering guidance on complex technical issues
Highly organized, autonomous, and adept at managing multiple projects, deadlines, and priorities simultaneously
Proven track record of establishing and maintaining strong client and team relationships, with exceptional relationship management and interpersonal skills
Able to drive initiatives, inspire team motivation, and take proactive steps to address potential challenges before they arise
Preferred
Experience with telecom services and technology
Benefits
Flexible time off with ample learning and development opportunities to continue growing your career.
Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents)
FSA and HSA
401k match
Telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Parental leave and support
Up to $20k in adoption reimbursement
On demand maternity support through Maven Maternity
Free breast milk shipping through Maven Milk
Pet insurance
Legal advisory services
Financial planning tools
Company
ServiceTitan
ServiceTitan is a service management software that helps home service businesses generate more leads and close more sales.
1,001-5,000 employees
H1B Sponsorship
ServiceTitan has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (21)
2022 (79)
2021 (73)
2020 (33)
Funding
Current Stage
Late StageTotal Funding
$1.46BKey Investors
Thoma BravoIndex VenturesBattery Ventures
2022-11-10Series H· $365M
2021-06-30Series G· $200M
2021-03-26Series F· $500M
Leadership Team
Ara Mahdessian
Co-Founder and Chief Executive Officer
Vahe Kuzoyan
President and Co-Founder
Recent News
Crunchbase News
2024-11-18
2024-05-24
2024-05-04
Company data provided by crunchbase
