Smartsheet

Senior Director, Customer Outcomes Journey

Smartsheet

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $205,000 - $265,000 per year

Job Level

Senior

About the role

  • Expand Value/Outcome Consulting delivery practice as part of the Customer Outcomes Journey group
  • Inspire our Customers and Smartsheet employees to think differently about how to manage Dynamic Work and enterprise solutions
  • Lead a world-class professional services team that provides Value Engineering, Outcome/Solution Selling, Organizational Adoption, Digital Transformation Strategy and No-Code services
  • Define, build and enhance offerings, resource job family and customer-facing sales/delivery materials and a world-class online presence
  • Shepard the delivery of COJ engagements to successful completion, and continuous improvement through rapid experimentation and iteration
  • Recruit and retain a diverse team of specialized skills
  • Manage the short-term and long-term P&L of the practice and develop a 3 year strategic vision that creates sustainable ARR bookings growth and COJ attach/utilization
  • Anchor, enable and evangelize multiple East-West value initiatives across Marketing, Sales Enablement, Customer Success & Professional Services
  • Double the COJ delivery footprint across multiple customer segments and negotiate engagement volume/outcome targets with Sales Leadership
  • Enhance customer-facing delivery motions such as CXO Value Perspectives, Business Cases, Outcome Discovery Workshops and Value Realization
  • Create demand for COJ Workshops that expand customer’s Dynamic Work platform aspirations and increase average deal size by a factor or 3-5X
  • Create thought leadership that enables Senior Executives to become evangelists of Dynamic Work, User-Driven Development & No Code Enterprise programs that deliver Innovation & Digital Transformation
  • Embed outcome/value-based practices in the customer’s IT/LOB Executive team to change how they run their Smartsheet environments for improved value realization
  • Understand and communicate high-level governance and operating models on the Smartsheet platform and integrations with existing technology frameworks and platforms
  • Report to the Vice President, Customer Outcomes Journey and be a critical player in scaling the COJ practice

Requirements

  • 5+ years leading a professional services/sales practice in a SaaS organization or technology consulting firm
  • 10+ years in both pre and post-sales leadership position in Management Consulting, Professional Services; and driving enterprise architecture and operations strategy
  • Executive experience managing, developing, and delivering enterprise consulting services
  • A strong track record of building and leading high performance teams
  • Bachelor’s degree (required); Masters a plus (Business or Technical preferred)
  • Intrinsically curious and passionate about researching current and emerging trends in technology and specific industries
  • Excellent understanding of enterprise service management and architectural decision making
  • Advanced mastery of multiple solution domains – including Business Management, Enterprise Service Management, Operations Management and Application Development
  • Experience in developing and growing C-Level relationships with an ability to communicate complex topics to an audience with various functional knowledge
  • Consultative skills including issue diagnosis, unpacking and advising on CXO level challenges
  • Presentation skills including public speaking, meeting facilitation and white boarding
  • Cross functional program and project management skills
  • Must enjoy working in a highly collaborative, fast-paced environment
  • Must be willing to travel