Enterprise Pro Product Specialist, Convex

ServiceTitan, Inc.; United States; On-site; USD 87,000 - 139,000; Full time

Benefits offered by this job

Flexible time off

Leadership training

Bonus program

Medical, dental, vision

401k match

Telehealth

Job summary

ServiceTitan is seeking a Sr. Pro Product Specialist, Convex, to lead the long-term success of enterprise accounts including franchise systems and multi-location customers.

You will build partnerships with management contacts and collaborate on projects to drive product adoption and evangelism with franchise owners and end users. The ideal candidate learns software quickly, proactively manages accounts, and wears many hats to meet customer and project needs.

Qualifications

• 5+ years of relevant experience managing multiple accounts.
• Strong account and project management skills.
• Ability to quickly learn new software.
• Proactive, able to lead and collaborate.
• Excellent communication and organizational skills.
• Willingness to travel up to 15% nationwide.

Responsibilities

• Develop strong relationships with corporate contacts and franchise owners.
• Coach and train staff on product best practices and workflows.
• Collaborate with customers and product managers on feature requests.
• Act as a subject matter expert on custom product features.
• Manage initiatives to increase product adoption and customer satisfaction.
• Analyze user data to identify actionable insights and KPIs.
• Gather intelligence on product usage and value for customers.
• Present business reviews and recommendations to reinforce value.
• Serve as escalation point for customer support tickets.
• Maintain accurate account records for reporting.

Skills

Account management

Project management

Self-starter

Communication

Team player

Travel 15%

Job description

Ready to be a Titan? As a Sr. Pro Product Specialist, Convex you'll manage the long-term success of Convex' enterprise/ strategic accounts (franchise systems and select multi-location enterprise customers). You'll create partnerships with management contacts and collaborate on projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end users. The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs.

What you'll do:

• Develop strong working relationships with corporate contacts Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users.
• Collaborate with customers and product managers to manage product enhancement requests.
• Act as a subject matter expert on custom product features
• Manage initiatives to increase product adoption, customer satisfaction and evangelism.
• Analyze user engagement data and identify actionable insight - KPIs will be reported on regularly.
• Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses.
• Build and present business reviews and provide recommendations to reinforce the value of ServiceTitan.
• Act as an escalation point on customer support tickets.
• Update account and contact records for strategic accounts to ensure accurate reporting.
• Identify areas for improvement in the customer experience, both in our product and processes.
• Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed.

What you'll bring:

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success.
• Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
• Exceptional account management skills & project management skills with strict attention to detail.
• Demonstrated ability in learning new software programs and identifying opportunities to use their full potential.
• A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks and issues.
• Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions.
• Team player with strong communication and organizational skills, and an ability to "roll with the punches".
• < 15% travel nationwide.

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.

What We Offer

• 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 telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws.

For candidates in the United States, the good faith salary ranges estimate for this role is Zone 1: $92,600 USD - $139,000 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $86,600 USD - $129,800 USD Applicable for: All other US locations.

This role is also eligible for a variable commission plan. International Compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance.

In addition to base salary and variable commission, our total compensation package includes equity, and a holistic suite of benefits. We're building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long. Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses. While our vision is bold, we always stay humble. Join us. We're just getting started.