Smartsheet - Sr. Manager, Technical Support
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Requirements
• 6+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors • 3+ years experience working in a technical support or customer service environment, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving • Experience with frontline management and working with or leading global teams preferred • Experience in coaching, mentoring, managing, and evaluating performance of individual contributors • Excellent end-user interaction and strong written and verbal communication skills • Leadership skills and proven track record as a resource for other team managers • Demonstrated ability to work independently and take ownership of issues or challenges • Ability and desire to learn and develop new skills quickly and grow along with a leading global software product • Get to Know Us: • Get to Know Us: • At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.
Responsibilities
• Manage & lead multiple teams of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. Teams will be comprised of members with varying levels of technical expertise and tenure • Set clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues • Own and drive performance and customer outcomes through the delivery of SLAs and KPIs • Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences • Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies • Execute to meet targets of strategic goals set by Support Leadership • Perform regular case reviews and quality assessments of your team • Actively engage in the release readiness process and assist with evaluating new features and changes • Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities • Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted • Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps • Promote continuous improvements through recognition and feedback within the team • Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration • Other duties as assigned
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