Retention Specialist

Ready to be a Titan?
As a Retention Specialist, you will bring your knowledge of ServiceTitan, its value drivers, and customer journey to help bridge the gap between Sales and Onboarding for new customers. You will be responsible for identifying and de-risking churn as customers navigate their transition to ServiceTitan, while supporting and enabling our Sales teams internally.

What you'll do:

• Serve as POC for customers until they transition from Sales to Onboarding

• Progressively comb through accounts and identify debooking risks

• Identify & address pain points and road blocks in the Sales hand-off and Onboarding process that the team has to navigate, while resolving debooking risks

• Manage escalations on behalf of sales related to pre-sales items such as concessions, billing modification, and contract amendments - may require speaking directly with customers about retention options

• Own Salesforce workflows for creating, updating, and ensuring compliance with the escalation ticketing system

• Own concessions list & help the Sales team offer customer concessions in debooking risk/escalations & get approval from billing

• Develop resources and enablement for the Sales team to tackle and navigate debookings at higher levels

• Work with other department leads to continue to develop and adapt to debooking trends - keep teams proactive

• Gather data & log churn info to record successful saves, churn reasons to identify what’s working and what needs improvement

What you'll bring:

• 1-2 years of experience in Sales or customer escalation management and process improvement

• Demonstrated ability and desire to perform hands-on, roll-up-your-sleeves level work that will help transform the Sales/Onboarding customer retention process

• Well-versed in defining and optimizing business processes and measuring the effectiveness of processes and people

• Flexibility, and ability to adjust on the fly, to new demands; a high sense of urgency

• Exceptionally strong communication skills, including experience, in effectively communicating with the executive team

• Strong attention to detail and demonstrated ability to handle multiple priorities

• Excellent planning, time management, organizational, and interpersonal skills.

• The ability to consistently deliver on commitments

• Strong risk and problem mitigation skills, as well as facilitating timely decisions against action plans

• Bachelor's Degree preferred

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 One Medical.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and 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 $65,200 USD - $86,800 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.