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Salary: USD 86,600 - 139,000 / annual
ServiceTitan is seeking a Senior Product Specialist for Convex to manage long-term success of enterprise and strategic accounts, including franchise systems and select multi-location customers. You will develop strong partnerships with corporate contacts, coach and train on product best practices, and collaborate with customers and product managers on enhancements.
Key responsibilities include:
- Develop and maintain strong working relationships with corporate contacts at enterprise accounts
- Coach and train corporate staff, franchise owners, and end users on product best practices and workflows
- Collaborate with customers and product managers to manage product enhancement requests
- Act as subject matter expert on custom product features
- Manage initiatives to increase product adoption, customer satisfaction, and evangelism
- Analyze user engagement data and identify actionable insights; report on KPIs regularly
- Gather intelligence on how customers use products and determine feature/service value
- Build and present business reviews with recommendations to reinforce ServiceTitan's value
- Serve as escalation point on customer support tickets
- Maintain accurate account and contact records for strategic accounts
- Identify improvements in customer experience across product and processes
- Assist with onboarding of new customers as needed
This role requires wearing many hats in a fast-paced environment, with approximately 15% travel nationwide.
Requirements:
- 5+ years of relevant experience managing multiple accounts and/or projects with proven track record of success
- Self-starter who thrives in entrepreneurial, fast-paced environments with demonstrated capacity to lead, motivate, and work well with others
- Exceptional account management and project management skills with strict attention to detail
- Demonstrated ability to learn new software programs and identify opportunities to maximize their potential
- Natural ability to think ahead of client needs and proactively address roadblocks, risks, and issues
- Problem-solver with demonstrated ability to overcome challenges and ambiguity with creative solutions
- Team player with strong communication and organizational skills; ability to adapt to changing priorities
