Manager, Customer Success Management at ServiceTitan | Torre
Manager, Customer Success Management
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ServiceTitan

Manager, Customer Success Management

ServiceTitan
Posted by
Diana Vargas
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Full-time

Legal agreement: Employment

Compensation
USD47k - 109k/year
location_on
Glendale, CA, USA
Posted over 5 years ago

Responsibilities

• Build a positive team environment while developing impactful relationships with key internal stakeholders across various ServiceTitan departments and with Success Managers • Equip every Corporate Success team member with the fundamental role clarity, knowledge, skills, processes and tools to deliver the best possible outcomes and achieve their goals and OKRs and managing escalations or key initiatives for at-risk customers as needed • Maintain team engagement and alignment through weekly 1:1s, progress reports, goal tracking • Track KPI’s for your respective team to effectively measure impact on customers • Consistently provide coaching and feedback to Success Managers while providing opportunities to learn and be exposed to diverse situations to allow for continual development • Set the strategy for quarterly plans and goals for the Corporate team according to forecasted needs • Anticipate risks and issues and proactively identify optimal solutions for preventing these or solving them as they arise • Manage and document customer escalation calls • Interview and hire a team of Success Managers to fit with ServiceTitan in clear demonstration of cultural characteristics and competencies and anticipate needs with succession or transition plans in mind
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