Alex Russ

Championing product adoption and revenue retention for ServiceTitan's Enterprise-level customers while reinforcing ROI.

• Manage a portfolio of thirty Enterprise-level accounts, coaching business owners and other POCs on product best practices to achieve optimal growth within the platform.
• Cultivate strong working relationships by developing individualized project plans for each customer and acting as a consistent, reliable partner for any Success-related concerns that may arise.
• Manage large-scale data projects that directly impact the tenant's day-to-day operations, including schedule routing, membership billing, and revenue recognition.
• Attend tradeshows as a ServiceTitan ambassador, meeting directly with customers to discuss their product experiences and developing action plans to remove barriers to growth.

Promoting product adoption / evangelism for New Market customers and demonstrating the value ServiceTitan can bring to their business.

• Drive customer outcomes for new trade industries including construction, commercial, irrigation, and septic.
• Manage shops that span from enterprise level down to SMB.
• Conduct regularly scheduled success calls with New Markets customers to provide product best practices and workflow solutions within a product not ideally designed for their industry.
• Lead weekly team office hours and mentor team members on how to navigate workflow/tenant concerns, including directly interacting with and assisting team member's tenants where necessary.
• Collaborate cross-functionally with multiple teams to identify and resolve product gaps that can specifically affect New Markets customers.
  

Built and managed day-to-day relationship between Namely's customers by providing proactive outreach, feature adoption, and service delivery. Was responsible for 40 accounts in total book of business.

• Enable End-Users and stakeholders on product by becoming SME on the totality of the platform.
• Managed POCs at multiple levels, from individual contributors to C-Suite.
• Conducted executive-level business reviews to ensure executive buy-in, and showcased roadmap of upcoming releases to solidify commitment.
• Successfully retained high churn risk customers by strength of relationship. This protected 100k+ in recurring revenue and eventually turned the customer into a brand evangelist.

National enterprise account manager and main payroll processor for 20,000+ employees, totaling over 1.2B processed per year across book of business.

• Built and strengthened client partnerships by addressing needs in a timely and precise manner.
• Engaged with multiple POCs within accounts, specifically working with Payroll, Tax, and HRIS contacts, handling multiple projects and managing different levels of expectations.
• Advised clients on new payroll features, including leading demos on how to utilize the features and how they could be incorporated into normal payroll processing schedule.
• Developed systems trainings to non-payroll associates as well as a prioritized training plan for new associates.