Ready to be a Titan?‬
‭In this role, you will be the key point of contact for customers during the critical transition period‬ from pro sales and to onboarding. Your primary focus will be to ensure a smooth transition,‬ maintain a positive customer experience, and reduce churn by proactively engaging with‬ customers who are on a delayed subscription or waiting for core onboarding completion. You’ll‬ serve as a knowledgeable guide, a problem-solver, and a champion for product adoption, working‬ to build confidence and enthusiasm while customers prepare to fully utilize our products.
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What you’ll do:
● Customer Engagement & Support: Serve as the primary point of contact for customers‬
‭ awaiting pro onboarding. You’ll ensure a seamless “warm handoff” from the sales team to‬
‭ the Pro Product Specialist (PPS) team.
● Customer Retention: Proactively engage with customers to address any concerns,‬
‭ de-escalate frustrations, and provide clear communication about their onboarding‬
‭ timeline.
● Proactive Education: Provide customers with helpful guidance, resources, and ROI‬
‭ testimonials to keep them engaged and positive. You will also provide webinars to help‬
‭ customers prepare for pro onboarding and increase product adoption.
● Documentation & Analysis: Accurately document all customer interactions in Salesforce. You will be responsible for creating, updating, and ensuring compliance with escalation‬ ticketing systems. You will also analyze customer behavior to identify and address potential‬
‭ churn risks.
● Cross-Functional Collaboration: Work closely with the Sales and Onboarding department‬
‭ leads to identify and adapt to customer churn trends. Collaborate with Pro Account‬
‭ Managers, Product Managers, and the Billing team to resolve customer issues and manage‬
‭ expectations.
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‭ What you’ll bring:
● Customer Retention Experience: 1-2 years of experience in a customer-facing role, with a‬
‭ strong background in customer retention or account management.
● Problem-Solving Skills: Proven ability to de-escalate complex situations, mitigate risks, and‬
‭ develop effective action plans.
● Communication: Advanced written and verbal communication skills with a demonstrated‬
‭ ability to build rapport and actively listen to customer needs.
● Technical Acumen: Ability to quickly learn and understand the features and benefits of our‬
‭ product suite.
● Salesforce Proficiency: Experience with Salesforce, including creating reports and‬
‭ dashboards to track customer data.
● Attention to Detail: Meticulous attention to detail and the ability to manage multiple‬
‭ competing priorities without compromising quality.
‭
‭‭‭ Ideal Candidate Qualities‬:
● Empathy & Positivity: A natural ability to empathize with customers and colleagues while‬
‭ maintaining a positive and solution-oriented approach.
● Initiative: A proactive self-starter who can identify problems quickly and take ownership of‬
‭ a situation.
● Adaptability: The ability to be quick on your feet and adapt to evolving customer needs and‬
‭ business processes.
● Collaboration: A team player who can build strong, collaborative relationships across‬
‭ departments..

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 support you in doing some of the most impactful work of your career:

• 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.The expected salary range for this role for candidates residing in the United States is between $65,200 USD - $86,800 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.