Retention Specialist, ServiceTitan
$48.5-64.8k
+ Includes an annual bonus, equity
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
$48.5-64.8k
+ Includes an annual bonus, equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- 2 years experience in Sales or customer escalation management and process improvement
- Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level that will help transform the Sales/Onboarding customer retention process
- Well versed in defining and optimizing business processes and measuring the effectiveness of process and people
- Flexibility, and ability to adjust on the fly, to new demands; a high sense of urgency
- Exceptionally strong communication skills, including experience, effectively communicating with the executive team
- Strong attention to details and demonstrated ability to handle multiple priorities
- Excellent planning, time management, organizational and interpersonal skills
- The ability to consistently deliver on commitments
- Strong risk and problem mitigation skills, as well as facilitate timely decisions against action plans
- Bachelor's Degree preferred
What the job involves
- As a Retention Specialist, you will bring your knowledge of the ServiceTitan, its value drivers, and customer journey to help bridge the gap between Sales and Onboarding for new customers. You will be responsible for identifying and de-risking churn as customers navigate their transition to ServiceTitan, while supporting and enabling our Sales teams internally
- Serve as POC for customers until they transition from Sales to Onboarding
- Progressively comb through accounts and identify debooking risks
- Identify & address pain points and road blocks in the Sales hand-off and Onboarding process that the team has to navigate, while resolving debooking risks
- Manage escalations on behalf of sales related to pre-sales items such as: concessions, billing modification, and contract amendments - may require speaking directly with customers about retention options
- Own Salesforce workflows for creating, updating, and ensuring compliance with escalation ticketing system
- Own concessions list & help the Sales team offer customer concessions in debooking risk/escalations & get approval from billing
- Develop resources and enablement for the Sales team to tackle and navigate debookings at higher levels
- Work with other department leads to continue to develop and adapt to debooking trends - keep teams proactive
- Gather data & log churn info to record successful saves, churn reasons to identify what’s working and what needs improvement
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
Share this job
View 48 more jobs at ServiceTitan