Director, Customer Hypercare

Job Description

As the Global Head of Customer Hypercare 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, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to marshal company wide resources to assist customers placed in Hypercare across our three global regions. The Global Hypercare 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 of continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base. This program leverages the lessons of fire fighting for scaled fire prevention.

This leader is a senior staff member of the Customer Excellence (CE) Organization, and a member of CE Strategic Leadership Team (SLT). As the first person stepping into the program’s leadership role, you’ll partner closely with CE leadership of our Customer Success, Professional Services, Support, and Product teams to build and define the Hypercare methodology and operating model. This role will regularly report out on the status of Hypercare customers to our corporate leadership team with regular collaboration of our Chief Product Officer (CPO). This senior leader will build a small but mighty team to scale impact while leading through influence.

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. This program leads RED accounts back to being GREEN.

About Smartsheet: 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 .

You will report to our SVP, Customer Success, Services & Support in our World Wide Field Operations team and the role is fully remote eligible.

You Will:

• Be responsible for defining and executing the global strategy to mitigate situations that lead to customer account escalations, and effectively handling and addressing diverse situations
• Develop and own our Global Hypercare methodology, response playbook and processes, including any regional variants
• Develop nomination, entry and exit criteria for accounts such that Hypercare is a time bound need, restoring confidence and success within accounts to be promoted out of the program
• Identify process gaps and themes with product and engineering to drive change and ensure timely customer communication
• Determine the methods to incorporate our technology landscape (Salesforce Sales, Salesforce Service, Smartsheet, Gainsight, Seismic, Chorus, ZoomInfo, Jira, etc.)
• Develop systems and tools for visibility and coordination with internal teams and the customer
• Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
• Engage with and lead internal communications with Engineering while accounts are in Hypercare to ensure internal and external customers are receiving status updates
• Lead Executive communications with customers as necessary during Hypercare
• Influence roadmap prioritization with Product and Engineering to resolve customer challenges
• Have the flexibility in your working hours to team with global customers, and willingness to be “on call” for your Hypercare accounts
• Participate in leadership and customer meetings including up to 25% travel

You Have:

• 12+ years of experience managing globally diverse, large, and cross-functional initiatives
• 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 building, leading or teaming with teams similar to HyperCare at a mature technology company, optional but highly desired
• Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
• Knowledge of the Smartsheet platform optional but highly desired
• Perform other duties as assigned

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)

About Smartsheet

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, Australia, Costa Rica, and Germany. 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!

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