Company Overview:
Heartland Home Services is a North American collection of best-in-class heating, cooling, plumbing, and electrical companies. Founded in 2020 on the principle of SHARED STRENGTH, DELIVERED LOCALLY. Heartland Home Services leads the market in residential home services and is designed to EMPOWER, ENGAGE, and INSPIRE brands to accelerate performance every step of the way. We are committed to being the EMPLOYER OF CHOICE, growing our presence across the United States with passion to IGNITE CAREER OPPORTUNITIES for our people. Headquartered in Michigan and rooted in our Midwestern values, WE ARE DEDICATED to building a better future where we live and work
Position Overview:
The Success & Implementation Manager (SIM) will be responsible for managing and nurturing brand & region operations relationships, ensuring successful onboarding & implementation of our technology stack, and driving ongoing engagement with ServiceTitan. The SIM will work closely with our businesses to understand their needs, provide expert guidance, and ensure they are maximizing the value of the various ServiceTitan solutions. This role requires a blend of technical knowledge, customer service & project management skills, and a strategic mindset.
Responsibilities:
- Serve as the primary point of contact for Brands within an assigned region, ensuring their success with ServiceTitan and the technology stack.
- Manage the onboarding & implementation process for new Brands, including setup, training, and initial support.
- Develop and maintain strong relationships with Brands and internal ServiceTitan trained resources, understanding their business goals and challenges.
- Provide ongoing support and guidance, addressing any issues or concerns promptly and effectively.
- Conduct regular check-ins and business reviews with regional leaders to ensure they are achieving their desired outcomes.
- Identify opportunities for Brands to leverage additional features and services to enhance their operations.
- Collaborate with the Operations, Accounting, and other support teams to address brand needs and drive product improvements.
- Monitor brand usage and engagement, providing insights and recommendations to optimize their experience.
- Develop and deliver training materials, webinars, and resources to help the Brands get the most out of ServiceTitan.
- Become a certified ServiceTitan Admin within three (3) months of coming onboard the business to better support our Brands on ServiceTitan
- Advocate for Brands within the company, ensuring their feedback and needs are communicated and addressed.
- Track and report on key metrics related to brand implementation success, change management and retention.
Knowledge, Skills and Abilities:
- Bachelor’s degree in business, marketing, communications, or a related field.
- Minimum of 3+ years of experience in customer success, account management, implementation, or a related role, preferably in a SaaS environment.
- Strong understanding of ServiceTitan or similar CRM/ERP/FSM systems.
- Excellent communication and interpersonal skills, with the ability to build strong brand relationships.
- Proven problem-solving skills and a proactive approach to addressing client needs.
- Ability to manage multiple priorities and work in a fast-paced environment.
- Strong analytical skills, with the ability to use data to drive decisions and recommendations.
- Experience in the HVAC/Plumbing/Electrical industries is a plus.
- Experience and knowledge of Sage Intacct is also a plus.
- Ability to travel domestically within your assigned regions approximately 25-50%.
This position offers a competitive salary and opportunities for professional growth. If you have a passion for HVAC, working along side our Skilled Trades Women and Men, and enjoy working in a dynamic environment, we would love to hear from you. Apply now to join our team as a Systems & Implementation Specialist!
Job Type: Full-time
Pay: From $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Schedule:
Experience:
- ServiceTitan: 1 year (Required)
Willingness to travel:
Work Location: On the road