Benjamin J. Gomez

Customer Success Manager, Strategic @ServiceTitan

Houston, TX, US

As a Customer Success Manager, Strategic Accounts, I manage the long-term success of ServiceTitan’s largest customers, our strategic accounts (franchise systems and select multi-location enterprise customers). I create partnerships with management contacts in strategic accounts and collaborateon projects and initiatives to drive ongoing success, product adoption, and evangelism with franchise owners and end users.Responsibilities: Develop strong working relationships with corporate contacts in strategic accounts.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 for strategic accounts.Manage initiatives to increase product adoption, customer satisfaction and evangelism.Analyze user engagement data and identify actionable insight - KPIs will be reported on regularly.Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses.Build and present business reviews and provide recommendations to 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 our product and processes.Onboard new customers to ServiceTitan - Customer Success Managers primarily own the long term relationship with customers, but may assist with new customer onboarding as needed.