Customer Experience Operations Specialist, Referrals

ServiceTitan is seeking an Operations Specialist to join our Customer Experience team. This individual will focus on Operations of our Referral Program and play a crucial role in supporting and scaling the growth of our Customer Referral program.

We are seeking someone who has a strong passion for serving and understanding customers and who truly understands how customer success is tied to both our brand and business success. Our Customer Referral Program is a direct embodiment of this core value as our customer advocates empower us to grow the business in the most efficient channel: referrals.

The ideal candidate thrives in a cross-functional environment and approaches their work with data driven insights and streamlined processes to build for scale and efficiency. Above all, they are motivated by ensuring our customers are at the center of everything we do.

This is an opportunity to build strong partnerships with leaders across the organization and will report to the Director of Customer Advocacy.As a Customer Experience Specialist, Referral Operations you will:

• Work with the Sales Development and New Markets organizations to ensure proper handling of leads generated via the Referral channels (customers and employees), all the while championing the customer to maintain a stellar experience.
• Configure, administer, and iterate the environment of our referral software platform, Referral SaaSquatch. Work with the Revenue Operations team to ensure data consistency between the platform, Marketo and Salesforce as well as with the Referral Communications Specialist to maintain a clean end user (our customers) experience.
• Work closely with the Product Customer Experience and User Experience teams to maintain a fluid user experience for any referral programming within our application.
• Partner with the Revenue Operations team to monitor referral pipeline and sales funnel dashboards daily and communicate real-time forecasting/ actionable insights to guide short- and long-term execution of targeted Referral Channel goals.
• Use insights to identify gaps and trends in the funnel to minimize leakage as referral leads move through the sales funnel. This includes identifying deals stalled in the funnel and working with the Referral Communications Specialist to engage customers to help propel them forward.
• Analyze participation in the program, both internally and externally, to understand efficacy of the messaging across various cohorts and build profiles of customers/employees who engage most with the program as well as understand our penetration into our customer portfolio.
• Conduct routine governance of attribution of Referral generated opportunities to ensure that the channel, customer and/or employee are receiving their due credit. This involves holding a seat on our Attribution Committee.
• Maintain a pulse on Referral marketing campaign performance, analyze the findings, and partner with our Referral Communication Specialist to maximize campaign performance and efficiency.
• Submit and process referral payout rewards to our Accounts Payable & Payroll teams in a timely and routine manner.

To be successful in this role, you'll need:

• 1-3 years in Marketing or Sales Operations. Experience in the B2B technology space is preferred, and experience with customer referral programs would be ideal
• Experience with the Salesforce.com, Marketo, Google Analytics and Tableau platforms
• Experience with referral platform tools (such as Referral Saasquatch or Ambassador) would be preferred
• Strong understanding of Marketing and operational SaaS KPIs
• Strong interpersonal skills and comfortable working on cross-functional teams
• Strong written and verbal communication
• Strong project management skills and a can-do attitude that will thrive in a fast-paced environment
• Desire to take ownership of work with a keen attention to detail and continuously strive for improvement.
• Excellent time management and organizational skills, producing reliable and efficient results whether recurring or ongoing tasks, one-off projects or on-demand requests
• Willingness to roll up sleeves to make things happen and to seek out answers rather than relying on others

About ServiceTitan

ServiceTitan is the world's leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

• 1. Work/Life Balance: flexible work schedule, flexible PTO
• 2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance
• 3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs
• 4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does 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. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.