Business Systems Manager - Customer Success

April 9

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Smartsheet

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Smartsheet is a platform designed to manage projects, automate workflows, and build solutions at scale. It offers a wide range of features including automation, team collaboration, dashboards and reporting, and integrations, allowing businesses to streamline their operations. The platform caters to diverse use cases such as project management, IT portfolio management, marketing management, and more, serving various industries including government, finance, and healthcare. Smartsheet also emphasizes security and data protection, ensuring users' data privacy. Additionally, it offers professional services like consulting, training, and implementation support to maximize the platform's capabilities.

productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000 employees

Founded 2005

☁️ SaaS

⚡ Productivity

🤝 B2B

📋 Description

• 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. • You will partner closely with the Customer Success Teams and Leaders, Business Intelligence Team, and Revenue Operations to optimize the customer journey. • You will be responsible for owning and optimizing the systems, tools, and processes that support our Digital and Scale Customer Success programs. • Work closely with cross-functional teams to ensure our systems are aligned with business objectives. • Provide actionable recommendations based on data analysis to drive new customer success initiatives. • Create and maintain documentation and training materials for systems and processes.

🎯 Requirements

• 5+ years of experience in a business systems management role within a Customer Success or SaaS environment • 5+ years experience articulating the value of robust systems on customer business outcomes and a desire to utilize your experiences to optimize CS workflows • Bachelor's degree in Business, Information Systems, or experience in related field • Strong knowledge of CS Management systems (e.g., Gainsight) and customer success platforms • Experience with tools such as SQL, Excel (advanced), BI platforms (Tableau, PowerBI) and analytics tools • Familiarity with complex data structures, APIs, and system integrations • Proficiency in data analysis and reporting tools (e.g., Excel, Tableau, Power BI) • Excellent problem-solving and analytical skills • Strong communication and interpersonal skills • Ability to work independently and manage multiple priorities in a fast-paced environment • Experience with process improvement methodologies is a plus • Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements • Bachelor's degree in a relevant field is preferred • Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels • Advanced analytical and problem-solving skills, with the ability to break down complex problems and identify actionable insights. • Strong knowledge of data analysis techniques, including statistical analysis, forecasting, and trend identification

🏖️ Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees • 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 Sick Time Off • 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)