Senior Customer Success Systems Specialist, ServiceTitan
CS Administrator
$113.1-151.3k
+ 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
$113.1-151.3k
+ Annual Bonus + Equity
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- BS/BA degree or equivalent experience
- 5+ years of hands-on administration of Customer Success platforms (Gainsight - preferred), CRM and integrated applications
- 3+ years of experience leading technical projects
- Expert-level knowledge of platform configuration, customization, and integration capabilities
- Strong background in customer lifecycle management and Customer Success methodologies
- Experience creating complex workflows, reports, and dashboards to drive business outcomes
- Understanding of software development lifecycle and data management best practices
- Experience with customer engagement tracking and automation tools (e.g. Salesloft, Outreach)
- Proven ability to independently lead technical projects from conception to delivery, including solution design and implementation
- Strong background in developing customer-centric solutions and integrations
- Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams
- Experience with integrating Customer Success platforms with other applications (e.g., Salesforce, TalkDesk, Gong, Staircase, Matik, and ticketing systems like Zendesk or Jira). Required
- Preferred Certifications: Gainsight Associate Admin Certificate, , Gainsight NXT Admin Certificate, Salesforce Administrator
What the job involves
- Design and develop end-to-end solutions within Customer Success platforms supporting the full customer lifecycle (i.e. onboarding, adoption, retention, and renewal)
- Interpret system and business requirements to create detailed technical specifications and design documents, adhering to SDLC
- Build and maintain seamless integrations between tools utilized across the Post Sales ecosystem
- Lead projects to optimize the post-sales systems portfolio, focusing on automation, scalability, security and user experience
- Partner with senior leadership to define, refine, and develop a post sales system strategy and a roadmap of key initiatives tied to organizational objectives
- Serve as systems administrator and SME to cross-functional teams, ensuring proper system utilization and adoption
- Develop and implement automated workflows and processes to streamline Customer Success activities, improve operational efficiency and improve business outcomes
- Provide ongoing support and maintenance for Customer Success systems (i.e. Gainsight, ChurnZero, Vitally) and connected applications, ensuring optimal performance and addressing evolving requirements
- Collaborate closely with Product Analysts, users, and other engineers throughout all project phases, from design and development to testing and deployment
- Ensure data quality and integrity across all Customer Success tools and the Salesforce platform, providing valuable customer insights
- Maintain a flexible and proactive approach to adapt to changing project needs and effectively contribute to the team's success
- Preferred: Leverage AI-powered solutions to enhance customer interactions, such as chatbots for initial support, predictive analytics for proactive customer outreach, and sentiment analysis for improved customer understanding
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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