Senior Technical Support Manager, Pro Desk

Job Description

Senior Support Manager, Pro Desk

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

As Senior Support Manager for Pro Desk, you will lead a global team, ensuring the successful delivery of coaching sessions to our customers. Pro Desk is a Smartsheet service that provides customers a targeted coaching session, designed to accelerate the customer onboarding time, recommend features to use, and provide best practices. Through our focused approach customers will be coached on implementing features to better help them understand a specific area of the product or help them move their Smartsheet capabilities forward. This position requires a highly motivated individual who thrives on helping coach and guide customers as well as solving challenging Smartsheet customer problems.

You will report to our VP, Global Technical Support & Operations. This role is fully remote eligible.

You Will:

• Manage the Global Pro Desk program and team, in addition to other important revenue opportunities related to Professional support plans
• Act as a change agent by promoting the case for change, revise or build new offerings and helping our customers evolve Smartsheet expertise, promote productive use of Smartsheet products, reduce support touchpoints and improve Smartsheet adoption to drive business outcomes
• Contribute to sustainable growth through partnering with Services Sales, Success and Consulting teams and other Services personnel to strategize on ways to create new opportunities within the accounts they support and contribute to the profitability of our services
• Partner with our Strategic Relationships Leadership (Sales, Professional Services & Customer Success) to ascertain client priorities to set a long-term strategy for service delivery that aligns to their goals
• Develop Pro Desk managers, leads and specialists to provide consistent delivery of services
• Provide coaching and career paths to retain and grow the Global Pro Desk team, building a highly engaged customer-focused team
• Launch Localized Pro Desk services in German, Japanese and additional languages
• Improve and run Pro Desk program operations across customer experience, process, people, product, tools and program delivery to drive business and operational metrics such as session availability, session lead times, CSAT scores and closed loop process, CES, etc to successfully deliver Pro Desk to our customers at scale
• Drive customer feedback into product and program improvements to build a world class Pro Desk program that drives revenue and customer satisfaction
• Help produce technical documentation and support materials dedicated towards operational efficiency while also empowering and enabling the greater support community

You Have:

• 7+ years of customer facing hands-on management experience in B2B support or Customer Success global roles, of which 2+ years are preferably in a SaaS company or a related industry/field
• Strong operational skills and aptitude to lead the organizational growth at scale
• Ability to work in a fast-paced team environment
• Ability to bring structured thinking into highly ambiguous and open-ended problem situations, then drive to consensus
• A track record of being results-driven, self-motivated, and able to work independently
• Experience recruiting, coaching, and developing team members in a remote setting
• An ability to use data to analyze results and make data-driven decisions
• Excellent written, verbal and interpersonal communication skills
• Strong technical skills with proficiency in cloud-based software platforms; strong preference for prior Smartsheet and/or Salesforce experience
• Experience launching and delivering localized support or services offerings
• Experience building and growing a global program, driving strategy and operations to sustain the growth
• Knowledge of Smartsheet technologies
• Ability to travel domestic and international

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 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
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!