Delivery Manager

About the role

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 Lawn and Pest industry. As a Delivery Manager, you will oversee a team of three Enterprise Implementation Consultants, each responsible for managing 4-6 projects at a time. This role requires proactive engagement with clients on a weekly basis to ensure successful platform implementation, exceptional client satisfaction, and measurable business outcomes.

Responsibilities

• Manage a team of Enterprise Implementation Consultants (EICs), each driving multiple concurrent implementation projects from initiation through project close.
• Partner with EICs to ensure each phase of a client’s implementation is completed efficiently, thoroughly, and on-time, ensuring long-term client success.
• Conduct weekly status meetings with client stakeholders and executive management.
• Manage client escalations in a timely and professional manner, developing and communicating potential solutions to ensure client satisfaction and retention.
• Foster a collaborative culture across your team to facilitate growth.
• Collaborate with cross-functional sales, data, training, and product teams to deliver against defined project timelines.
• Act as a thought partner to senior leadership in developing and prioritizing long-term strategies for successful client sentiment.
• Host weekly one-on-ones with each EIC, providing guidance, coaching, career development planning, and creative solutions to challenges on active projects.
• Stay up-to-date on FieldRoutes functionality and industry best practices to discuss workflows and their impact on clients’ businesses.
• Periodically travel to client on-sites 20-30% of the time.

Requirements

• At least 7-10 years of relevant work experience, which may include managing a team of direct reports, owning client relationships, project management, technology/SaaS implementation, and/or experience in the home or commercial services industries.
• Bachelor's Degree or equivalent professional work experience.
• A proven track record of being exceptionally detail-oriented while managing multiple projects.
• Ability to think several steps ahead and take proactive steps to address roadblocks and issues.
• Exceptional relationship-building skills and a clear view of what constitutes an excellent client experience and partnership.
• Experience as a collaborative team player, always looking to help and enable others in the organization.
• Knowledge of and experience with SmartSheet is a plus (not required).

Benefits

• Flextime, recognition, and support for autonomous work, including flexible time off, comprehensive onboarding, leadership training, and programs for career growth.
• Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer-paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options.
• Parental leave and support, up to $20k in fertility services (e.g., 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, and financial planning tools.

Pay

For candidates in the United States, the salary ranges are:

• Zone 1: $147,600 USD - $221,400 USD (Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA).
• Zone 2: $137,900 USD - $206,900 USD (Applicable for: All other US locations).

International compensation will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, total compensation includes an annual bonus, equity, and a holistic suite of benefits.

Schedule

• Periodic travel to client on-sites, approximately 20-30% of the time.