Post Sales Strategy & Operations Manager, ServiceTitan
Professional Focus
All-in-one operating platform for trades
Job no longer available
All-in-one operating platform for trades
1001+ employees
Job no longer available
1001+ employees
Company mission
To serve the men and women of the field services trades with the tools, training, and support to build their businesses and achieve all their goals.
Role
Who you are
- The individual has a well-rounded background - including analytic rigor, project management, and a mix of strategic and operational work. S/he will be able to quickly jump in and take day-to-day ownership of key post sales initiatives and their outcomes
- 4-6+ years of work experience in a combination of high growth tech companies and/or management consulting
- Experience managing teams to work cross functionally and deliver on high visibility initiatives
- Functional experience in operations / business operations / revenue operations / FP&A within the SaaS space is preferred
- Experience running quantitative analyses, and publishing findings in dashboard format (e.g. strong experience with Excel/GSheets, Tableau, SQL, [Python is a plus])
- Experience in one or more Customer Success platforms (e.g., Gainsight, ChurnZero, Planhat, etc.) preferred
- Ability to distill complex issues into concrete action plans, manage execution, and drive results
- To be energized by ambiguity and dynamic working environments that provide a diverse experience and opportunity to tackle different problems
- To know how to balance getting the details right while still moving fast
- Demonstrated excellence in cross-functional communication, with the ability to simplify and explain complex problems to stakeholders of all levels
What the job involves
- The Manager - Post Sales Strategy & Operations is an integral role on the Revenue Strategy & Operations team directly partnering with ServiceTitan’s Pro Products leaders to make ServiceTitan’s customers extraordinarily successful. Pro Products are a critical, and highly valuable component of the ServiceTitan Ecosystem and represent some of the most impactful expansion opportunities for our customers and ServiceTitan
- The Post Sales Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Gross and Net Revenue Retention, Customer Adoption, and Sentiment
- This specific role will focus on a mix of strategic and operational projects supporting post sales while also working closely with counterparts who own other components of the customer journey (GTM, Onboarding, Customer Support, Revenue Solutions and Systems, etc.) to optimize the end-to-end experience
- The role will include a mix of (1) oversight of day to day operations, process, and production of professional services (onboarding) and customer success
- (2) process optimizations to design a best in class post sales experience for our customers
- (3) strategic “special projects” focused on high-level impact the business can drive for ServiceTitan
- Analysis and Insights:
- Take ownership over measuring weekly, monthly, and quarterly performance and forecasting to understand customer satisfaction, engagement, challenges, and opportunities
- Use SQL / Tableau to construct data sets and build dashboards reporting on program health, operational execution, and outcomes from strategic initiatives
- Generate and present insights / recommended actions to senior leadership to help drive outcomes for our pro products team
- Look around corners to understand where opportunities exist to improve post sales team effectiveness and customer experience
- Operational Strategy
- Be forward-thinking on business cases and problems, and how the various post sales functions can be geared to help solve (e.g., process enhancements, systems and technical enablement, etc.)
- Drive customer-facing strategy to maximize ROI for ServiceTitan users, and drive increased adoption of new features, reduce churn risks, etc
- Solve the toughest customer and internal team pain points to help make our customers successful
- Special Projects:
- Fully own high impact initiatives and drive from opportunity identification / strategic incubation to ongoing execution and iteration
Our take
ServiceTitan’s software is purpose-built for trades businesses, providing a wide range of tools needed to seamlessly manage their back office and customer experiences, to power business growth.
The rising demand for home services across the country helped shine a spotlight on the lack of modern software for trades, ServiceTitan answered this call for innovation providing support to 11,800+ customers across 10 trades.
2021 saw the company reach a $9.5 billion valuation, however, in the last few months of 2022, there was talk of raising additional funds in traditional equity - as opposed to debt-like funding- which could result in a 20% lower valuation.
That said, the company is showing no sign of slowing, acquiring two more companies in 2022, and is eyeing an IPO off the back of reaching Series G in funding rounds. In addition, the company launched its next-generation operating system, Titan Intelligence, providing a suite of AI-based solutions. ServiceTitan is well set to experience further growth.
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 and annual learning budget
- 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
(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
(President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, working to present as President.
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