Smartsheet
Sr. Critical Situations Escalation Manager
Smartsheet, Bellevue, Washington, us, 98009
Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries - so for us changing the way the world works is all in a day's work.Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries - so for us changing the way the world works is all in a day's work.
As Sr. Critical Situations Escalation Manager
you will lead and manage resolution of our most strategic accounts through challenging periods of their Smartsheet journey. These challenges could be due to user adoption, product issues, solutions scale, professional services, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to marshall company-wide resources to assist customers placed in Critical Situations across our three global regions. The Global Critical Situations program will ensure a high level of customer satisfaction, retention, and expansion resulting in both resolution of each customer's challenges to a healthy state and continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base.
Not only will you be on the front line with many of Smartsheet's largest customer relationships, but also those struggling with ambitious innovative solution plans intended to lead our install base forward. Your work will be global and highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.
You will report to the Manager, Critical Situations Team in the Customer Excellence Global Shared Services organization within the Go-to-Market team, and the role is fully remote eligible.
You Will:
Own the resolution of the identified issue for the most complex and valuable customers by partnering with internal relationship owners to communicate directly with customers.
Lead support triage to identify and clearly articulate the customer situation and provide a rapid response with the recommended next steps, internal communication with cross-functional teams, and needed short-term team members
Clearly define your role and responsibilities with internal and external teams
Identify process gaps and themes with product, engineering, and other teams as necessary to drive change and ensure timely customer communication
Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
Engage with and lead external customer communications while accounts are in the Critical Situation process to ensure customers are receiving status updates
Lead Executive communications with customers as necessary during Critical Situations
Ensure team members across Go-To-Market are following and leveraging the correct escalation paths
Influence roadmap prioritization with Product and Engineering to resolve customer challenges
Demonstrate an expert-level understanding of the company's products and services, providing guidance to address complex challenges
Advise and mentor Critical Situations Escalation Managers on effective strategies for supporting customers in critical situations.
Have the flexibility in your working hours to team with global customers, and willingness to be "on call" for your Critical Situation accounts
Participate in customer meetings including up to 25% travel
Perform other duties as assigned
You Have:
7+ years of experience managing globally diverse, large, and cross-functional initiatives
5+ years of experience working with the Smartsheet Platform
Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
Strong data-driven decision-making skills, and process-oriented mindset
Knowledge of Lean, Six Sigma, and continuous improvement approaches
Ability to identify risks and dependencies and put in place plans to mitigate them
Adaptability, flexibility, and the conviction to "do the right thing" by keeping a customer-centric mentality at all times
Ability to deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
Goal orientation to drive progress for each customer through each interaction
Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite is optional but highly desired
Knowledge of the Smartsheet platform is optional but highly desired
Current US Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Stock - Restricted Stock Units (RSUs) for eligible roles
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer.US Pay Range $120,000—$157,500 USDGet to Know Us:
At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote
As Sr. Critical Situations Escalation Manager
you will lead and manage resolution of our most strategic accounts through challenging periods of their Smartsheet journey. These challenges could be due to user adoption, product issues, solutions scale, professional services, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to marshall company-wide resources to assist customers placed in Critical Situations across our three global regions. The Global Critical Situations program will ensure a high level of customer satisfaction, retention, and expansion resulting in both resolution of each customer's challenges to a healthy state and continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base.
Not only will you be on the front line with many of Smartsheet's largest customer relationships, but also those struggling with ambitious innovative solution plans intended to lead our install base forward. Your work will be global and highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.
You will report to the Manager, Critical Situations Team in the Customer Excellence Global Shared Services organization within the Go-to-Market team, and the role is fully remote eligible.
You Will:
Own the resolution of the identified issue for the most complex and valuable customers by partnering with internal relationship owners to communicate directly with customers.
Lead support triage to identify and clearly articulate the customer situation and provide a rapid response with the recommended next steps, internal communication with cross-functional teams, and needed short-term team members
Clearly define your role and responsibilities with internal and external teams
Identify process gaps and themes with product, engineering, and other teams as necessary to drive change and ensure timely customer communication
Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
Engage with and lead external customer communications while accounts are in the Critical Situation process to ensure customers are receiving status updates
Lead Executive communications with customers as necessary during Critical Situations
Ensure team members across Go-To-Market are following and leveraging the correct escalation paths
Influence roadmap prioritization with Product and Engineering to resolve customer challenges
Demonstrate an expert-level understanding of the company's products and services, providing guidance to address complex challenges
Advise and mentor Critical Situations Escalation Managers on effective strategies for supporting customers in critical situations.
Have the flexibility in your working hours to team with global customers, and willingness to be "on call" for your Critical Situation accounts
Participate in customer meetings including up to 25% travel
Perform other duties as assigned
You Have:
7+ years of experience managing globally diverse, large, and cross-functional initiatives
5+ years of experience working with the Smartsheet Platform
Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
Ability to quickly establish trust and to influence others, both internally and externally
Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
Strong data-driven decision-making skills, and process-oriented mindset
Knowledge of Lean, Six Sigma, and continuous improvement approaches
Ability to identify risks and dependencies and put in place plans to mitigate them
Adaptability, flexibility, and the conviction to "do the right thing" by keeping a customer-centric mentality at all times
Ability to deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
Goal orientation to drive progress for each customer through each interaction
Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite is optional but highly desired
Knowledge of the Smartsheet platform is optional but highly desired
Current US Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Stock - Restricted Stock Units (RSUs) for eligible roles
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Incidental Sick Leave
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer.US Pay Range $120,000—$157,500 USDGet to Know Us:
At Smartsheet, we've created a place where everyone is welcome - people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You're encouraged to apply even if your experience doesn't precisely match our job description-if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works-join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, and Japan. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
#LI-Remote