Customer Assurance (CAP) Manager

| Greater LA Area

We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.

Customer Assurance (CAP) Manager

ServiceTitan is seeking a Customer Assurance Manager to join our dynamic startup in Glendale, CA. This customer-centric professional will play a crucial role in supporting the explosive growth of our Customer Success initiatives that require cross-functional alignment.

This role will focus on the overall design, execution, follow-up, and effectiveness of our Customer Assurance program (CAP). You will own, manage, and drive the highest level of critical customer escalations at ServiceTitan by leading a cross-functional team. These escalations generally involve multiple product and/or service issues that are eroding the ServiceTitan relationship and/or sales opportunities with key customers. You will own the coordination of resources and communication of issues that have company-wide visibility and significant business impact.

In leading the virtual team, you will collaborate with and work across functional boundaries, and with all levels of the company; from Customer Success, Sales, and Product. This position is empowered and sponsored by executive staff and has access, influence, and impact over the various organizations within ServiceTitan to get the job done. The ideal candidate is passionate about safeguarding the customer experience and promoting continual improvement.

 What you'll do:

  • Take ownership and responsibility of issues for accounts accepted into the CAP program: engage Customer Success, Product, Support, Sales, Technical Project Management and other internal teams as necessary, to expedite resolution of critical issues
  • Identify internal resources to create cross-functional, virtual teams to resolve the critical issues
  • Formulate action plans and manage all communications to executive staff and other internal stakeholders
  • Resolve issues by facilitating engagement with management teams and other resources
  • Demonstrate strong risk and problem mitigation skills, as well as facilitate timely decisions against action plans.
  • Facilitate communication between internal teams and prepare messaging that CSMs can provide to customers.
  • Identify systemic trends, engage business owners, develop plans and drive actions to prevent future problems/promote continual improvement
  • Educate and coach others on effective escalation and issue management practices to prevent problems from becoming critical; where appropriate build library of templates and pre-approved messaging for customer-facing teams

 What you'll need:

  • BS/BA in Business, Technology, Communications, or relevant field, required
  • 3+ years experience in customer escalation management and process improvement
  • High-growth, pre-IPO and SaaS company experience, a plus
  • Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level that will help transform the Customer Success organization
  • Well versed in defining and optimizing business processes and measuring 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 executive team
  • Strong attention to details and demonstrated ability to handle multiple priorities
  • Excellent planning, time management, organizational and interpersonal skills
  • Consistently delivers on commitments

About ServiceTitan

ServiceTitan is a mobile, cloud-based software platform that helps home services companies streamline operations, improve customer service, and grow their business. ServiceTitan's end-to-end solution for the multi-billion dollar residential home services industry includes CRM, intelligent dispatch, custom reporting, marketing automation, mobile solution for field techs, and accounting integration with Intacct and QuickBooks. ServiceTitan brings a fully operational modern SaaS infrastructure to an industry traditionally underserved by software. ServiceTitan is the preferred software for hundreds of the world's most successful plumbing, HVAC, and electrical companies. For more information about ServiceTitan, visit www.ServiceTitan.com.

Los Angeles Business Journal Best Places to Work, 2018
Los Angeles Business Journal Top 100 Fastest Growing Private Company, 2018
Deloitte Fast 500, 2018
Inc 5000 - Best Workplaces, 2018
Inc. 5000 – America’s Fastest Growing Companies, 2018
Glassdoor/Battery Ventures Highest Rated Cloud Computing Companies, 2018
Mogul Top 1000 Companies Worldwide for Millennial Women 2018
Forbes - Next Billion-Dollar Startup List, 2017  

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • MySQLDatabases
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail

Location

Our neighborhood is considered a "crossroads" and "gateway" city. We have suburban life on one side and city life on the other.

An Insider's view of ServiceTitan Inc.

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Inc. Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
ServiceTitan's dental plan covers 100% of the cost for preventative care
Vision Benefits
ServiceTitan's vision plan covers 100% of the cost for preventative care
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
ServiceTitan partnered with Fitspot to bring onsite massages and exercise activities to the office
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Free Daily Meals
ServiceTitan offers free lunches everyday and a fully stocked pantry with La Croix and your favorite cereals!
Game Room
Stocked Kitchen
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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