Customer Community Manager

ServiceTitan is seeking a Customer Community Manager to join our dynamic startup in Glendale, CA. This individual will focus on (re)launching and managing our online Salesforce Community. You will play a crucial role in helping us build world-class Customer Experience and Advocacy programs, all the while having some fun along the way. 

This role’s success will be focused on enhancing strategic capabilities tied to improvements in customer experience and support multiple business units across the ecosystem as a whole. The ideal candidate is a strong communicator, data-driven, detail-oriented, and motivated by ensuring our customers are at the center of everything we do. This role will join the Voice of Contractor Team and report directly to the Director of Customer Advocacy.

As a Customer Community Manager, you will:

• Affect a cultural change across the company to integrate Community into touch points across the customer journey, helping customers and internal teams understand the value and scalability the platform provides.
• (Re)launch the Community under the guidance of the steering committee, working cross-functionally to drive the project to completion.
• Configure all aspects of the Community environment in partnership with our internal Salesforce development team and external vendor partners according to evolving industry best practices while also tailored to our unique customer audience.
• Drive customer awareness and engagement of the Community through customer marketing initiatives and by creating documentation and content that reduces barriers to adoption.
• Empower internal teams to leverage the powerful opportunity that the community provides to connect users to fuel self/peer-service and education, product adoption, and churn mitigation, as well as opportunities for upsells and product research collection.
• Serve as the go-to for all customer and internal teams’ regarding publishing content, how-to questions, troubleshooting issues questions, or ideas regarding the Community.
• Partner with the Revenue Operations team to develop and distribute reports on Community KPI’s that measure Community ROI and impact on cross-functional goals as well as identify areas of improvement. Maintain clean Salesforce Community records and data to ensure accurate reporting.
• Align Community branding and messaging with existing customer channels to ensure a consistent experience with the voice of ServiceTitan across all customer touchpoints.
• Advocate for Community users to the business by working with our CX Associate to ensure all Community-sourced questions or issues are addressed in a timely manner and by sharing customer insights from the Community with our Voice of the Contractor program.
• Identify and nurture customer advocates to build a thriving Community that users come to reactively for specific needs and also proactively to grow in their adoption of ServiceTitan as well as the management of their business.

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

• Degree in Marketing, Advertising, Communications, Public Relations, Business or related field and 3-5 years equivalent work experience. (Degree Preferred, Equivalent Experience Desired)
• Advanced knowledge of one or more enterprise-class community engagement platforms, SalesForce Community Cloud preferred. Ideally, experience launching a customer community platform.
• Experience leading projects and initiatives from start to finish, specifically go-to-market initiatives
• Strong communicator and collaborator with excellent written and oral communication skills which synthesize business requests/needs across technical, strategic, and process changes. 
• Data-driven with the ability to gather and analyze information and produce strategic insights.
• Must be highly organized and able to project manage, prioritize, and process a number of tasks concurrently.
• Technically savvy, and always willing to adapt, learn, and iterate on what can make us better, faster, and stronger!
• Self-motivated, strong work ethic, creative, with a customer-centric personality who can thrive in a fast-paced environment.