Smartsheet
Sr. Manager, Technical Support
Smartsheet, San Jose, California, United States, 95199
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 seeking a Senior Manager, Technical Support to join the global support team, based out of Costa Rica, remote eligible. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will have 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 . This also includes coordinating the day-to-day operations of your team, assisting in the queue and with escalations, and working with Support managers to ensure your internal teams and partners are meeting their goals. The Senior Manager, Technical Support will have direct reports based globally.
This role will report to our Director, Technical Support. This position is fully remote eligible, with the expectation of reporting to the San Jose, Costa Rica office as appropriate.
With a commitment to investing in international growth and scaling our Support offerings to better serve new and existing customers; this is an opportunity to be a part of Smartsheet at an exciting time, working with an outstanding team to build and expand the Smartsheet brand across the globe.
You Will:
Manage internal and partner support teams to provide Enterprise level, post-sales support to Smartsheet customersManage 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 our customers at scaleSet clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issuesSet-up, manage, and improve standards and procedures within the teamContribute to the team strategy and lead improvement initiatives within the Support organizationEnsure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriateManage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goalsEncourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively togetherReview daily priorities and take appropriate action to ensure results are achievedRemain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challengesIdentify and assist in the investigation of customer issues and complex technical issuesAdvocate for customers and define ways to continually add value to the customer experiencePrepare and deliver performance reviews on defined business rhythm for your teamDeliver on site and team goals in line with overall Support goals and Smartsheet objectivesEffectively collaborate with peer managers, internal stakeholders and partners, and shared services teamsMust be available to travel for various company & team needsPerform other duties as assigned.Estimated Breakdown
25% case/issue management (as needed for service level requirements and customer escalations)50% defining coaching plan for team managers and team members and coaching for improved behaviors25% Support improvement and cross-team (within support) initiativesYou Have:
7-10 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving3-6 years of experiencing in mentoring, managing, or providing feedback to individual contributorsPossess an Executive presence and are comfortable briefing internal and external C-level executives on technical and mattersExcellent end-user interaction and strong written and verbal communication skillsAbility to present initiatives internally and across the wider business communityLeadership skills and proven track record as a resource for other team membersDemonstrated ability to work independently and take ownership of issues or challengesWillingness and ability to learn and develop new skills quicklyDemonstrated ability to manage effectively in an agile support environmentWork effectively with internal enablement teams such as Training Quality and Operations (TQO) and Workforce ManagementPerks & Benefits:
Fully paid Health & Life insurance for full-time employees and family membersEquity - Restricted Stock Units (RSUs) for eligible rolesMonthly stipend to support your work and productivityAsociacion 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 Program20 weeks fully paid Maternity Leave12 weeks fully paid Paternity/Adoption LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to Udemy online coursesCompany Funded Perks including a counseling membership and your own personal Smartsheet accountTeleworking options from any registered location in Costa Rica (role specific)
Get 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
Smartsheet is seeking a Senior Manager, Technical Support to join the global support team, based out of Costa Rica, remote eligible. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will have 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 . This also includes coordinating the day-to-day operations of your team, assisting in the queue and with escalations, and working with Support managers to ensure your internal teams and partners are meeting their goals. The Senior Manager, Technical Support will have direct reports based globally.
This role will report to our Director, Technical Support. This position is fully remote eligible, with the expectation of reporting to the San Jose, Costa Rica office as appropriate.
With a commitment to investing in international growth and scaling our Support offerings to better serve new and existing customers; this is an opportunity to be a part of Smartsheet at an exciting time, working with an outstanding team to build and expand the Smartsheet brand across the globe.
You Will:
Manage internal and partner support teams to provide Enterprise level, post-sales support to Smartsheet customersManage 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 our customers at scaleSet clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issuesSet-up, manage, and improve standards and procedures within the teamContribute to the team strategy and lead improvement initiatives within the Support organizationEnsure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriateManage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goalsEncourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively togetherReview daily priorities and take appropriate action to ensure results are achievedRemain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challengesIdentify and assist in the investigation of customer issues and complex technical issuesAdvocate for customers and define ways to continually add value to the customer experiencePrepare and deliver performance reviews on defined business rhythm for your teamDeliver on site and team goals in line with overall Support goals and Smartsheet objectivesEffectively collaborate with peer managers, internal stakeholders and partners, and shared services teamsMust be available to travel for various company & team needsPerform other duties as assigned.Estimated Breakdown
25% case/issue management (as needed for service level requirements and customer escalations)50% defining coaching plan for team managers and team members and coaching for improved behaviors25% Support improvement and cross-team (within support) initiativesYou Have:
7-10 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving3-6 years of experiencing in mentoring, managing, or providing feedback to individual contributorsPossess an Executive presence and are comfortable briefing internal and external C-level executives on technical and mattersExcellent end-user interaction and strong written and verbal communication skillsAbility to present initiatives internally and across the wider business communityLeadership skills and proven track record as a resource for other team membersDemonstrated ability to work independently and take ownership of issues or challengesWillingness and ability to learn and develop new skills quicklyDemonstrated ability to manage effectively in an agile support environmentWork effectively with internal enablement teams such as Training Quality and Operations (TQO) and Workforce ManagementPerks & Benefits:
Fully paid Health & Life insurance for full-time employees and family membersEquity - Restricted Stock Units (RSUs) for eligible rolesMonthly stipend to support your work and productivityAsociacion 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 Program20 weeks fully paid Maternity Leave12 weeks fully paid Paternity/Adoption LeavePersonal paid Volunteer Day to support our communityOpportunities for professional growth and development including access to Udemy online coursesCompany Funded Perks including a counseling membership and your own personal Smartsheet accountTeleworking options from any registered location in Costa Rica (role specific)
Get 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