Manager, Solution Services
Smartsheet
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Be accountable for the team attainment of utilization and revenue in relation to department goals
- Be responsible for the oversight of delivery teams assigned to customer engagements
- Be accountable for delivery quality and customer satisfaction
- Act as a primary customer escalation point and help to resolve delivery issues
- Partner with resource schedulers to ensure appropriate project staffing
- Apply and help evolve operational metrics and gather supporting data to maximize team performance
- Identify, manage, and coordinate initiatives to support process improvements
- Contribute to the development of professional services offerings and delivery methodologies
- Own and maintain the refinement of processes, related tools, and documentation
- Collaborate and partner with Sales in the positioning of Professional Services
- Collaborate and partner with peer leaders across Customer Excellence in support of shared goals
- Develop a strong understanding of the Smartsheet platform and remain current on related features
- Perform other duties as assigned
Requirements
- A bachelor’s degree or equivalent combination of relevant work experience and education (minimum 7 years)
- 3+ years of progressive leadership experience in software services and/or professional services (preferably with SaaS experience)
- A passion for leading and developing high-performance teams
- Excellent communication skills (verbal, written, and presentation)
- Exceptional customer management skills and the ability to work with customers in both pre- and post-sales capacities
- Work experience in technology implementation and related project management
- Strong business acumen, problem-solving, and interpersonal skills
- The ability to travel when necessary, to meet with customers or for internal meetings
Benefits
- Fully paid Health & Life insurance for full-time employees and family members
- Equity - Restricted Stock Units (RSUs) for eligible roles
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to Udemy online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica (role specific)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementoperational metricsprocess improvementsdelivery methodologiestechnology implementationSaaS
Soft Skills
leadershipcommunicationcustomer managementproblem-solvinginterpersonal skills
Certifications
bachelor's degree