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ServiceTitan is seeking a Manager for the SMB Implementation Team to lead a critical function within the Customer Success organization. You will manage a team of 6-9 Implementation Managers, driving quarterly goals and ensuring optimal efficiency across your team's account pipeline. This role bridges customer success and product implementation, requiring you to act as the primary escalation point for complex customer issues, manage compliance with established processes, and work cross-functionally to build scalable process flows across departments.
Key responsibilities include:
- Direct management and coaching of 6-9 Implementation Managers
- Pipeline management and account tracking for optimal efficiency
- Customer escalation resolution with focus on satisfaction and results
- Leadership of the STCP implementation program with selected partners
- Hiring, training, and performance management of team members
- Cross-functional collaboration to design processes affecting multiple teams
- Achievement of quarterly goals set by Leadership and Onboarding Management
ServiceTitan is a software platform serving the home services industry, helping customers transition smoothly from implementation to ongoing customer success. The company emphasizes building deep, authentic relationships with customers and fostering an ambitious, intelligent, and collaborative culture.
Work schedule: Monday–Friday, 4 PM–1 AM Armenia time.
Requirements:
- 5–7 years of professional experience with minimum 1–2 years in each of: Management, Software Implementation, and Client Relationship Management
- Excellent emotional intelligence, patience, and active listening skills
- Proven ability to coach, motivate, and lead resources in fast-paced, challenging environments
- Exceptional project management and organizational skills; ability to manage multiple priorities with attention to detail
- Strong track record of resolving customer escalations with results-oriented outcomes
- Team player and leader with strong interpersonal and communication skills
- Self-starter who thrives in entrepreneurial, fast-paced environments with adaptability to change
