Sr. Manager, Technical Support at Smartsheet

San José, San José Province, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software as a ServiceIndustries

Requirements

History of leading and mentoring a team of Support Managers and Specialists in providing exceptional customer support within a Software as a Service (SaaS) environment
Demonstrated leadership skills with interest in enhancing those skills further
Highly motivated and proactive individual
Direct reports based globally (ability to manage global teams)
Availability to travel for various company and team needs
Based out of Costa Rica, remote eligible, with expectation of reporting to the San Jose, Costa Rica office as appropriate

Responsibilities

Manage internal and partner support teams to provide Enterprise level, post-sales support to Smartsheet customers
Manage a mix of leaders and individual contributors within Technical Support, leveraging operational metrics such as CSAT scores, closed loop feedback processes, knowledge management, etc., to successfully deliver support to customers at scale
Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence, and ownership for resolving customer issues
Set-up, manage, and improve standards and procedures within the team
Contribute to the team strategy and lead improvement initiatives within the Support organization
Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
Manage individual performance, technical, and skills development by establishing individual quality goals for team members in line with Support team goals
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
Review daily priorities and take appropriate action to ensure results are achieved
Remain aware of new product developments in the area of SaaS technology, providing input and tactical direction to the business on customer support and support challenges
Identify and assist in the investigation of customer issues and complex technical issues
Advocate for customers and define ways to continually add value to the customer experience
Prepare and deliver performance reviews on defined business rhythm for the team
Deliver on site and team goals in line with overall Support goals and Smartsheet objectives
Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
Coordinate day-to-day operations of the team, assist in the queue and with escalations, and work with Support managers to ensure internal teams and partners meet their goals
Perform other duties as assigned
Case/issue management (25% as needed for service level requirements and customer escalations)
Defining coaching plan for team managers and team members and coaching for improved behaviors (50%)
Support improvement and cross-team (within support) initiatives (25%)

Skills

Key technologies and capabilities for this role

Technical SupportTeam ManagementCustomer SupportSaaSEscalation HandlingOperational MetricsLeadershipMentoringEnterprise SupportPost-Sales Support

Questions & Answers

Common questions about this position

Is this position remote or does it require office work?

The position is fully remote eligible, based out of Costa Rica, with the expectation of reporting to the San Jose, Costa Rica office as appropriate.

What experience is required for the Senior Manager, Technical Support role?

Candidates need a history of leading and mentoring a team of Support Managers and Specialists in providing exceptional customer support within a Software as a Service environment, along with demonstrated leadership skills.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of team will I be managing in this role?

You will manage a mix of leaders and individual contributors within Technical Support, with direct reports based globally, including internal and partner support teams.

What makes a strong candidate for this position?

A strong candidate is highly motivated and proactive with demonstrated leadership skills, experience leading support teams in a SaaS environment, and the ability to coach teams, set objectives, and drive high performance culture focused on teamwork and customer support excellence.

Smartsheet

Cloud-based work management and automation software

About Smartsheet

Smartsheet provides work management and automation solutions through its cloud-based platform, which helps businesses streamline operations, manage projects, and enhance collaboration. Users can create, share, and manage workflows that are customizable to fit their specific needs. The platform integrates with popular applications, making it a versatile tool for various industries, including technology, healthcare, finance, and education. Unlike many competitors, Smartsheet offers a subscription-based model with multiple pricing tiers, catering to both small businesses and large enterprises. The company aims to improve efficiency and productivity for its clients while providing extensive support and learning resources to help users maximize the platform's potential.

Bellevue, WashingtonHeadquarters

2005Year Founded

$121.2MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.

Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.

An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.

Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.

An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.

Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.

Risks

Competition from Atlassian could impact Smartsheet's market share.

The acquisition by Vista Equity Partners may disrupt current operations.

Challenges in AI integration with AWS could affect feature rollout and adoption.

Differentiation

Smartsheet offers a highly customizable platform for tailored workflow solutions.

The platform integrates seamlessly with popular apps, enhancing its versatility.

Smartsheet's AI capabilities, developed with AWS, position it as a market leader.

Upsides

Increased demand for remote work solutions boosts Smartsheet's growth potential.

The subscription model provides a steady revenue stream for continuous service improvement.

Recognition as a leader in the Gartner Magic Quadrant enhances Smartsheet's market credibility.

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