Victoria Neri
Los Angeles,CA
Summary
Dynamic Senior Manager with a proven track record at ServiceTitan, excelling in SaaS implementation strategy and team leadership. Achieved high activation rates while enhancing customer retention through innovative process improvements. Expert in KPI tracking and coaching, driving operational excellence and fostering high-performing teams.
Overview
6
6
years of professional experience
Work History
Senior Manager, ENT Implementation
ServiceTitan
Glendale, CA
07.2024 - Current
- Lead a high-impact management team of three managers and more than 20 implementation professionals, delivering SaaS onboarding programs across North America.
- Oversaw and developed a team of implementation managers, driving end-to-end onboarding for enterprise and strategic customers, supporting the company’s entry and growth in a new market.
- Own all onboarding KPIs, including activation rate, CSAT, and time-to-value for the pest and lawn customer base.
- Designed and executed scalable onboarding strategies that reduced implementation timelines and improved CSAT scores.
- Built a leadership development pipeline—promoted 2 managers and 3 individual contributors through career pathing, coaching, and structured growth programs.
Manager, SMB Implementation
ServiceTitan
Glendale, CA
05.2022 - 07.2024
- Promoted within 18 months to lead a team of 8 to 10 onboarding specialists, managing over 600 client activations annually.
- My teams achieved 110% activation attainment (FY2023) with consistent excellence in project delivery.
- Drove process redesigns, improving scalability and client experience across diverse customer segments.
- Partner cross-functionally with Product, Sales, and Support teams to drive operational alignment and customer success outcomes.
- Created documentation and onboarding playbooks to enhance consistency and training for new hires.
Implementation Project Manager, SMB
ServiceTitan
Glendale, CA
02.2021 - 05.2022
- Delivered 60+ SMB onboarding projects with a 100% activation rate and perfect CSAT feedback.
- Collaborated with Sales, Training, and Product teams to identify gaps and create cross-team processes, improving communication and execution.
Outbound Sales Development Representative
Sage Intacct
10.2019 - 02.2021
- Ranked top SDR for multiple months; achieved 102% of annual quota.
- Built pipeline and educated finance executives on ERP transformation value.
Education
B.S. - Business Administration, Management
San Jose State University
San Jose, CASkills
- SaaS implementation strategy
- Team leadership - Leader of Leaders
- Coaching and development
- Change management
- Retention optimization / Escalation Handling
- Process improvements
- KPI tracking
- Performance management
- Project management
Timeline
Senior Manager, ENT Implementation
ServiceTitan
07.2024 - Current
Manager, SMB Implementation
ServiceTitan
05.2022 - 07.2024
Implementation Project Manager, SMB
ServiceTitan
02.2021 - 05.2022
Outbound Sales Development Representative
Sage Intacct
10.2019 - 02.2021
B.S. - Business Administration, Management
San Jose State University