Implementation Team Manager

ServiceTitan is a mobile, cloud-based software platform that helps home service companies streamline operations, improve customer service, and grow their business. ServiceTitan’s end-to-end solution for the multi-billion dollar residential home service industry includes CRM, intelligent dispatch, comprehensive reporting, Marketing management tools, mobile connectivity for field techs, and Quickbooks integration.

As Manager in the SMB Implementation team, you will become a critical member of the core team, influence the company's continued success, and help shape the future of the Home Services Industry. The Implementation manager will lead a team of three to five implementation specialists. The manager will provide guidance and escalation support for the team and manage delivery quality and volume. The person will have three main responsibilities, 1) managing and supporting the implementation team, 2) acting as the primary escalation point for all implementations under management and 3) take ownership of team goals, output and delivery quality. The candidate will also be responsible for managing cross departmental resources to ensure timely and quality delivery of our software.

* Act as a leader taking ownership of one of the most impactful and challenging verticals at a fast growing SaaS software company * Manage a team of implementation specialists to ensure timely and quality delivery of * Oversee the management of multiple and concurrent implementation projects, from planning and initiation through execution and closure, assuming full accountability for department goals and output * Manage direct reports - 1:1s, progress reports, goal tracking, and career development. Interview, hire and coach new team members * Carry the voice of the customer and make process change recommendations based on best practices and lessons learned. * Manage and coordinate cross-functional resources to deliver against defined timelines and client business requirements * Anticipate project risks and issues, confidently address any and all challenges, mitigate risks and issues and escalate to appropriate parties where required

* Four year degree in Management, Business, or Computer Science from a top tier University. MBA is a plus * 4-6 years of professional experience which includes at minimum 1-2 years in each of the following areas 1) Management, 2) Software Implementation and 3) Client Relationship Management * Excellent emotional intelligence, patience and active listening skills * Ability to motivate and lead resources in challenging and fast paced environment * Exceptional project management and organizational skills. Proven ability to multi-task and manage multiple moving pieces at a time while paying strict attention to detail * Ability to handle tough situations with an objective and pragmatic outlook; address issues by delivering concise, constructive criticism and creative solutions * Natural ability to navigate a steep learning curve in a fast passed environment * A track record of being a team player and leader with strong interpersonal and communications skills * Self-starter who thrives in an entrepreneurial, fast-paced environment, with an ability to “roll with the punches”