The Central Post Sales operations team is tasked with owning the most critical workflows, processes, and reporting across all of post sales. This team is essential in delivering the insights that support the onboarding and customer success organizations to achieve extraordinary customer outcomes.

In this pivotal role, you will be instrumental in developing robust data and reporting infrastructure. This infrastructure will drive all post-sales activities, encompassing onboarding, customer success, churn analysis, NPS, revenue expansion, customer sentiment, and team productivity.

You will collaborate closely with the revenue solutions team to optimize internal systems and processes across a suite of applications, including Gainsight, Salesforce, Matik, and Gong. Furthermore, you will deploy innovative solutions to address complex business challenges. This includes leveraging Generative AI applications to analyze large datasets related to product adoption, voice of the customer, and outcomes, ultimately surfacing new insights that advance ServiceTitan's objectives.

Success in this position requires strong analytical capabilities and an entrepreneurial spirit, with a willingness to engage in diverse business areas and rapidly adapt to an evolving landscape.

What You’ll Do:

• Develop data models which aggregate and transform a wide variety of data sets stored in snowflake to deliver operational and business performance reporting / insights

• Analyze data using zExcel and/or Tableau to generate insights around drivers of organizational outcomes (ex: what are the leading causes of customer churn, what are the drivers of product adoption)

• Develop operational models that are used in our financial planning cycles to forecast churn, customer activations and cycle times, internal headcount requirements, and more

• Serve as the steward of our NPS and customer survey programs - ensuring we are surveying our customers consistently and generating an accurate representative sample population in addition to generating insights using AI tools to extract customer feedback

• Partner with GM facing ops partners to capture business requirements for reporting, tooling, and operational enhancements

• Collaborate with members of the Finance team to prepare monthly business performance Memos for the Executive Leadership Team requiring you to summarize key takeaways, developments, and insights

• Work with digital engagement tools like Matik and Gainsight to build more robust tools for onboarders and CSMs to leverage and elevate our customer experience

What You’ll Bring:

• 4+ years of experience in Revenue Operations, Business Analytics, or Business Process Improvement roles in a B2B SaaS organization

• Strong SQL capabilities and BI application (Tableau) experience to both build and transform data as well as effectively visualizing it for end users

• Proven track record of using analytics to drive results and deliver insights that inform strategic decision-making

• Demonstrated ability to lead end-to-end business process improvement initiatives rom

• Experience working with cross-functional stakeholders in Customer Success, Finance, IT, and Sales across each of ST’s market segments

• Highly proficient in analyzing large data using BI (Tableau) tools and excel including dashboard creation

• Detail-oriented with strong organizational and project management skills

Preferred Skills & Experience

• Python or other advanced programming languages for big data analysis, automation, or data quality control

• Workflow automation

• Building reports and dashboards in Salesforce and Gainsight

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.

• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do 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.