Position Description:

We9re looking for a Senior Customer Success Manager who9s excited to make an impact. In this role, you will be responsible for providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. You will engage with some of ServiceTrade9s most strategic accounts, partnering with Account Management and other cross-functional teams to provide training and strategic recommendations for your book of business (15-20 logos). Your work will ensure that these accounts are happy, healthy, and ready to grow with ServiceTrade.

Key Responsibilities and Activities:

• Value Delivery:
• Become a product subject matter expert of ServiceTrade9s core platform and its add-on products
• Work with customers to maximize the realized value of subscribed products
• Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
• Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their ServiceTrade investment
• Maintain accurate customer records and document customer interactions, progress and milestones
• Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support
• Team:
• Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
• Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
• Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests

Knowledge and Skills:

• 7+ years supporting or implementing complex SaaS solutions
• Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
• Able to clearly frame a problem, collect necessary information and obtain a resolution
• Displays professionalism and composure in difficult situations.
• Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
• Ability to travel as needed (10% or less)

A few things you9ll want to know:

What does ServiceTrade do?

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

Ok, so why should I care about that?

Our customers do essential work - often behind the scenes - and our software helps them do it better. They9re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about - and making work that truly matters every day.

What kind of working environment do you have?

We9re a growing business focused on building with intention and operating with purpose. You9ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today9s lessons into tomorrow9s breakthroughs-all in service of big ambitions and real customer impact.

Learn more about our culture and values on our About Us page.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

Want to know more?

Go ahead and apply! Let9s get to know each other.

#LI-(Remote, Hybrid, Onsite) - SELECT ONE

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.

(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)