Sr. Manager, Technical Support ( Hybrid in Bangalore) at Smartsheet

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Experience managing internal and partner support teams for Enterprise level, post-sales support
Ability to manage a mix of leaders and individual contributors in Technical Support using operational metrics
Expertise in setting objectives, evaluating progress, coaching, training, and building high-performance culture
Knowledge of setting up, managing, and improving standards and procedures in support teams
Awareness of new product developments in SaaS technology and ability to provide input on support challenges
Skills in identifying, investigating customer issues and complex technical issues
Experience in recruitment, shaping talent acquisition alongside partners
Ability to partner with Training team on onboarding, assessments, and skill gap identification
Capability to work in a hybrid role based in Bangalore office

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 to deliver support at scale
Set clear objectives, evaluate progress, coach, train, and instil a high-performance culture focused on teamwork, support excellence, and ownership
Set-up, manage, and improve standards and procedures within the team
Contribute to 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
Manage individual performance, technical and skills development by establishing quality goals aligned with team goals
Encourage open communication between team members and drive ideas for more effective teamwork
Review daily priorities and take action to achieve results
Remain aware of SaaS technology developments, providing input and tactical direction on customer support
Identify and assist in investigating customer issues and complex technical issues
Advocate for customers and define ways to add value to the customer experience
Prepare and deliver performance reviews on a defined business rhythm
Deliver on-site and team goals aligned with overall Support and Smartsheet objectives
Create a culture of inclusivity, recognizing individual strengths to promote engagement and development
Recruit to business needs alongside partners, ensuring quality of talent
Partner with Training team on onboarding, assessments, feedback, and skill gaps
Promote continuous improvements through recognition and feedback
Effectively partner across the global Support organization and stakeholders to drive initiatives

Skills

Technical Support

Team Management

Customer Support

Operational Metrics

Coaching

Training

Enterprise Support

Post-Sales Support

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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