Manager, Pro Onboarding

Ready to Be a Titan?
As the Manager, Pro Product Technical, you will lead a team responsible for onboarding, training, and ensuring the success of our newest Pro Product clients, including those using our telecom-focused products. In this role, you’ll guide a team of Product Technical Specialists who manage onboarding timelines, coordinate with post-sale teams, and deliver comprehensive training on the full suite of Service Titan Pro Products, with a strong focus on telecom services. This role is ideal for a proactive, organized, and tech-savvy leader with telecom expertise, passionate about fostering client success and building team capability.

What You’ll Do:

• Team Leadership and Development: Lead, mentor, and develop a team of Product Technical Specialists, ensuring they have the tools, training, and support needed to deliver exceptional client experiences.

• Telecom Expertise and Support: Provide advanced guidance on telecom-specific products like Phones Pro and Contact Center Pro, helping the team address VoIP configuration, SIP setup, call routing, and other telecom-related technical needs.

• Process Improvement: Establish best practices and continuous improvement initiatives for onboarding, training, and client engagement processes, ensuring a streamlined, high-quality experience, particularly in telecom services.

• Client Success Coordination (with PPS): Oversee the onboarding and training experience, ensuring each client is equipped to fully leverage Service Titan Pro Products (e.g., Scheduling Pro, Dispatch Pro, Sales Pro), with special attention to the integration of telecom products.

• Cross-Functional Collaboration: Coordinate closely with Product, Success, and Support teams to address client needs, manage telecom escalations, and facilitate effective communication.

• Strategic Troubleshooting and Problem-Solving: Act as the escalation point for technical issues, especially those related to telecom configurations and integrations, ensuring seamless service delivery and client satisfaction.

• Customer Engagement and ROI Optimization: Ensure team members work collaboratively with clients to understand their needs, provide tailored setups, and optimize configurations for best outcomes, with particular focus on telecom effectiveness.

• Performance Metrics and Reporting: Track and analyze team performance against KPIs, including telecom-specific metrics, using data to drive improvement and communicate results to senior management.

• Product Knowledge and Training: Ensure the team stays updated on all Service Titan Pro Products, with special emphasis on telecom solutions, driving knowledge-sharing initiatives and regular product training.

• Feedback Loop with Product Management: Build and maintain strong relationships with Product Managers, particularly for telecom products, to provide valuable customer feedback and influence future developments.

What You’ll Bring:

• Experience: 5+ years in a support, implementation, or account management role at an enterprise software or SaaS company, with at least 2+ years in a leadership position. Experience with telecom services and technology preferred.

• Telecom Knowledge: Proficiency in telecom services and technology, including VoIP, SIP configuration, call routing, and telecom troubleshooting.

• Customer-Centric Mindset: Strong focus on customer success, with experience optimizing onboarding processes and managing complex, multi-stakeholder projects.

• Exceptional Communication and Facilitation Skills: Proficient in verbal and written communication, with the ability to present effectively and manage client and team interactions confidently, especially around telecom-related topics.

• Problem-Solving Expertise: Strong technical troubleshooting skills, with a particular focus on telecom configurations and escalations, offering guidance on complex technical issues.

• Organizational and Project Management Skills: Highly organized, autonomous, and adept at managing multiple projects, deadlines, and priorities simultaneously.

• Relationship Building: Proven track record of establishing and maintaining strong client and team relationships, with exceptional relationship management and interpersonal skills.

• Proactive and Self-Motivated: Able to drive initiatives, inspire team motivation, and take proactive steps to address potential challenges before they arise.

Why You’ll Love This Role:
As the Manager of Pro Product Technical Specialists, you’ll be at the forefront of shaping exceptional client experiences while developing a high-performing, customer-focused team. This role offers the opportunity to work with industry-leading software, support advanced telecom solutions, and collaborate with passionate, skilled professionals to drive customer satisfaction and success with Service Titan Pro Products.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. 

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. 

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. 

• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $86,000 USD - $124,000 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.