Sales Retention Specialist, ServiceTitan
$65.8-88.1k
+ Annual bonus & equity
All-in-one operating platform for trades
Be an early applicant
All-in-one operating platform for trades
1001+ employees
Be an early applicant
$65.8-88.1k
+ Annual bonus & equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- Comes at a problem with perspective (ideally informed perspective) and experience
- Meticulous attention to detail and demonstrated ability to handle multiple priorities
- Salesforce knowledge/experience (reporting, dashboards)
- Willingness to take initiative (identify problems quickly, proactive communication upstream and downstream, take on out-of-scope responsibilities when needed)
- Expert ability to break down complex situations
- Expert ability to make unbiased decisions
- Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level that will help transform the Pre-Implementation customer retention process
- Effective risk and problem mitigation skills, as well as facilitate timely decisions against action plans
- Advantageous customer service skills
- Advanced communication and interpersonal skills
- Ability to handle many projects/ juggle multiple competing priorities without compromising quality of output
- Quick on feet + ability to discern solutions
- Coachable and self aware
- At tune with Self- regulation
- Effective time management
- Active listening + rapport building skills
- Passion to deeply understand the Trades
- Intrinsically motivated
- Empathy
- Slow to judge/form opinions
- Empathize cross functionally while working effectively across teams
- Embody SLT guiding principles: Go for the Gap, Entitled to nothing grateful for everything, Keep a Blue Head
- Proficient Product Knowledge
- 1-2 years Customer Retention experience
- 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
What the job involves
- In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products and services, and how to retain their business
- Oversee a seamless transition from Sales to Implementation acting as the company equilibrium
- Responsibility is inclusive of but not limited to: de-escalating complaints/frustrations, guiding customers to increased product adoption, offering concessions, billing modification, contract negotiations, and contract amendments- requires speaking directly with customers about retention options
- Analyzes customer behavior
- Own Salesforce workflows for creating, updating, and ensuring compliance with escalation ticketing system
- Work with Sales and Onboarding department leads to continue to develop and adapt to save and churn trends
- Ensure the customer’s transition to Implementation is smooth
- You will be an integral part in proactively supporting Sales, CS and Success to drive forth seamless transitions across the customer journey
- You will be a champion for the Customer
- You will drive forth our Mission to continue to improve our one metric: the success of our customers
- Support and work effectively with Account Executives, Implementation Managers, Billing, and Customers
- Manage customer-related expectations, escalations, billing requirements, and churn accounts
- De-escalate and inspire customers to adopt Onboarding
- Ability to learn the ServiceTitan product
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.
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