• Lead a professional team responsible for managing multiple implementation projects simultaneously, ensuring adherence to scope, schedule, and budget • Ensure team adheres to accepted implementation methodology, oversee resource allocation, and risk mitigation strategies to guarantee successful delivery • Ensure team collaborates closely with clients to understand needs, provide regular status updates, and address any concerns promptly • Act as escalation point for delivery team and customers • Coordinate cross-functional teams including product, engineering, sales, and customer support to align efforts and resolve issues • Establish and enforce best practices, standards, and methodologies for implementation processes to enhance efficiency and quality • Monitor project performance metrics and prepare comprehensive reports for senior leadership and stakeholders • Mentor and develop junior team members to build a high-performing implementation team

Ready to be a Titan? The Enterprise Implementation Services team plays a pivotal role in ensuring our client’s sustained success by owning the setup, configuration, training, and testing of the ServiceTitan platform for the largest and most influential businesses across the Home Services industry. Our team's success directly correlates with our clients' success, as we are responsible for guiding them through the entire implementation process, from initial setup to full-scale utilization of our platform's capabilities. By meticulously understanding their unique business needs and objectives, we tailor our implementation strategies to optimize efficiency, enhance productivity, and drive measurable outcomes. What you’ll do: - Closely manage multiple and concurrent implementation projects from initiation through project close, acting as the primary point of contact for your clients and assuming full accountability for a high-quality client experience. - Partner with your Delivery Manager to ensure that each phase of a client’s implementation is delivered on time while ensuring long-term client success and positive sentiment. - Lead scoping and discovery sessions to understand and document business requirements. - Deliver the client a ServiceTitan environment configured to meet their needs and align with ServiceTitan best practices. - Conduct training with clients to enable them on the different functions within the software and create customized training resources for client-specific workflows as needed, while ensuring the client follows ServiceTitan standards and recommendations. - Proactively identify and escalate client implementation risks, and collaborate with product, leadership, and/or your Delivery Manager to develop and communicate potential solutions. - Collaborate with cross-functional data, training, and product teams to deliver against defined project timelines. - Stay up-to-date and enabled on all new and in-development ServiceTitan functionality to ensure clients utilize the most current features. - Travel for client on-site 20-30% of the time. What you’ll bring: - Five or more years of relevant work experience that may include a combination of client-facing, project management, technology/SaaS implementation, and/or home services industry. - Bachelor's Degree or equivalent professional work experience. - Exceptionally detail-oriented while being able to manage multiple tasks to successful completion and document thoroughly . - Ability to think several steps ahead and take proactive steps to address roadblocks and issues. - Exceptional client relationship skills and a clear view of what constitutes an excellent client experience and partnership. - Collaborative team player always looking to help and enable others in the organization. - Problem-solver and demonstrate the ability to overcome challenges with creative solutions. Take ownership of any tasks within the project plan to help support and deliver value to our clients. - Knowledge and previous experience with Excel and SmartSheet a plus (not required). 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. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. 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 (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical. - Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, 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. ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected salary range for this role for candidates residing in the United States is between $94,700 USD - $126,700 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.

• Own the ongoing success, value realization, and risk management of Samsara’s Mid-Market Scale customer segment, consistently meeting or exceeding KPIs. • Define and execute scalable, long-term customer success strategies, including standardized playbooks for onboarding, adoption, expansion, and renewal. • Lead and support the CSM team through critical customer engagements • Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices • Hire, develop and lead an inclusive, engaged, and high-performing team

Role Description We are seeking a dynamic and highly organized Implementation Manager to join our Customer Success team at Gem. As an Implementation Manager, you will be responsible for overseeing the successful deployment and integration of our platform for new clients. You'll collaborate directly with our customers to help them achieve their business goals, all while ensuring a seamless onboarding experience and smooth adoption of our software. What You’ll Do Day-to-Day: - Understand and Strategize: Dive deep into our customers' business needs to design a customized implementation plan that aligns perfectly with their goals for Gem. - Manage Relationships: Lead and collaborate with both internal and external stakeholders throughout the onboarding journey, ensuring a smooth and successful process from start to finish. - Tailor Gem’s Platform: Leverage your expertise to configure and personalize Gem’s platform, ensuring it fits seamlessly with the unique requirements of each client. - Solve Challenges: Proactively identify and tackle any hurdles that come up during the implementation process, ensuring a flawless experience. - Drive Adoption: Lead engaging 1:1 and group training sessions, sharing best practices to ensure customers use Gem to its fullest potential and achieve their desired outcomes. - Collaborate Across Teams: Regularly communicate with Product and Engineering teams to share customer insights and feedback, helping shape future product improvements. - Champion the Customer: Serve as the voice of the customer throughout the onboarding process, advocating cross-functionally to enhance Gem’s offerings and ensure the best experience possible. - Refine Processes: Continuously improve and document onboarding processes to maximize adoption, shorten timelines, and deliver exceptional customer satisfaction. Qualifications - 2+ years of experience as an Implementation Manager or in a similar Customer Success role. - Confidence in a customer-facing role, able to engage with clients while collaborating with Product and Engineering teams to ensure customer satisfaction. - Ability to thrive in a cross-functional environment, where teamwork and communication are key. - Top-notch project management and leadership skills, with a proven ability to drive results. - Background in configuring and implementing SaaS applications, particularly in the HR and Recruiting space. Requirements - Strong project management skills. - Passion for providing exceptional customer service. - Ability to manage cross-functional partners to deliver high-quality solutions on time and within scope. Benefits - Highly competitive salary & equity. - 10-year window to exercise your stock options. - Supportive Flexible Time Off program. - 16 paid holidays, including regular company-wide wellness days. - Best-in-class medical, dental & vision insurance. - $1,200 annual stipend for learning and development opportunities. - 16 weeks of Paid Parental Leave for birthing and non-birthing parents. - New Parent Perks totaling $1,500 and flexibility upon return to work.