Senior Critical Situations Escalation Manager

2 days ago

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Smartsheet

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productivity • collaboration • achievement • innovation • effectiveness

1001 - 5000

Description

• Smartsheet is a tech company with a human story to tell. • 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 marshal 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. • You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.

Requirements

• 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

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 • 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 • 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)