Customer Success Queue Coordinator

As a Customer Success Associate - Queue Coordinator you will support the Customer Success and Renewal Management teams within the CE organization in the maintenance, scaling and lifecycle management of critical business processes. The ideal candidate has experience operating a work in a queue or ticketing system to ensure that work is managed and assigned to balance workload for employees and ensure the field teams provide timely responses to our customers. You will report to a Manager of Customer Success in Costa Rica with a dotted line to our Director of Customer Success in North America. You Will: Manage the routing and work allocation across two teams using the SFDC Service Cloud case system  Execute the templates and documentation of work allocation processes and own iteration as processes evolve  Collaborate with the Customer Success senior leadership team analyze trends and make recommendations on how to streamline work allocation processes Respond to customers and route their inquiries to the appropriate internal teams throughout the business Understand key business metrics and align with Customer Success leadership regarding historical trends and forecasting   Serve as the liaison for the line of business and other shared service processes and teams  Understand leadership strategy and manage operation in service to execution  Track and report on applicable portfolio of projects  Perform other duties as assigned You Have:  Familiarity with working in a queue or ticketing system with a preference in Salesforce Service Cloud Strong organizational skills and attention to detail Excellent communication and interpersonal skills Comfortable managing high volumes of tasks and responsibilities, demonstrating the ability to prioritize and execute efficiently Knowledge of project management principles and methodologies is a plus Eagerness to learn and take on new challenges Team player with a positive attitude Perks & Benefits: Fully paid Health & Life insurance for full-time employees and family members Equity - Restricted Stock Units (RSUs) for eligible roles Monthly stipend to support your work and productivity Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc. 12 days paid Vacation + Flexible Time Away Program 20 weeks fully paid Maternity Leave 12 weeks fully paid Paternity/Adoption 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 and your own personal Smartsheet account Teleworking options from any registered location in Costa Rica (role specific) Get to Know Us: At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. 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 empower everyone, everywhere to change the way the world works—join us! 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, Australia, Japan, 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. #BI-Remote #LI-Remote