Enterprise Pro Product Specialist, Convex

Overview

Manage the long-term success of Convex's enterprise and strategic accounts (franchise systems and select multi-location enterprise customers), building partnerships with management contacts and driving product adoption and evangelism.

What you'll do

• Develop strong working relationships with corporate contacts.
• Coach and train on product best practices and workflows to corporate staff, franchise owners, and end users.
• Collaborate with customers and product managers to manage product enhancement requests.
• Act as a subject matter expert on custom product features.
• Manage initiatives to increase product adoption, customer satisfaction and evangelism.
• Analyze user engagement data and identify actionable insight; report KPIs regularly.
• Gather intelligence on how customers use our products and determine which features and services are the most and least valuable to their businesses.
• Build and present business reviews and provide recommendations that reinforce the value of ServiceTitan.
• Act as an escalation point on customer support tickets.
• Update account and contact records for strategic accounts to ensure accurate reporting.
• Identify areas for improvement in the customer experience, both in product and processes.
• Onboard new customers to ServiceTitan as needed, while Customer Success Managers primarily own the long-term relationship.

What you'll need

• 5+ years of relevant experience managing multiple accounts and/or projects with a proven track record of success.
• Self-starter who thrives in an entrepreneurial, fast-paced environment and has demonstrated capacity to lead, motivate and work well with others.
• Exceptional account management and project management skills with strict attention to detail.
• Demonstrated ability to learn new software programs and identify opportunities to use their full potential.
• Natural ability to think several steps ahead of the client and proactively address roadblocks, risks and issues.
• Problem-solver with a demonstrated ability to overcome challenges and ambiguity with creative solutions.
• Team player with strong communication and organizational skills and the ability to "roll with the punches".

Details

• Location: US Remote.
• Compensation (United States): Zone 1 $92,600 - $139,000 USD (CA, CT, DC, MD, MA, NJ, NY, VA, WA); Zone 2 $86,600 - $129,800 USD (all other US locations).
• Eligible for a variable commission plan in addition to base salary; total compensation includes equity and benefits.
• International compensation varies by location and will be discussed during the hiring process.