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. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.
As a Critical Situations, Sr. Program Manager you will support the Customer Excellence (CE) Organization by building the programs that support the Critical Situations team process and customers. The Customer Excellence teams include Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services. The ideal candidate has experience maintaining business programs, is detail oriented, and data fluent.
The Customer Excellence teams include Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services.
You will report to our Manager, Critical Situations in the Global Shared Services organization within World Wide Field Operations.
You Will:
Build new programs and business processes that are the engine for the new Critical Situations team that leverage tools such as Salesforce, Gainsight, Smartsheet, Google Suite and Tableau
Owns processes that drive standardization and efficiency that ensure flawless execution of the escalation resolution process, with clear communication that drives very high internal/external customer satisfaction levels
Drive standardization and efficiency through operational rigor across Release Management, Production Support, Product Marketing, and Program Management
Identifies and Manages creative ways to solve complex and ambiguous challenges by partnering with supporting teams to proactively identify technical, procedural, legal, logistical, and communication challenges and find creative solutions to resolve issues and mitigate risks
Own and deliver senior leader resources and communications to stay informed of Critical Situation customers and know where their support is needed
Partners closely with Product and Engineering to provide feedback on where our biggest customers see opportunity for improvement to increase customer satisfaction
Own Programs across a complex, cross-functional organization with accountability for driving multiple programs from initial conception, through design and development, to delivery
Create and update Critical Situation playbooks to develop scalable strategies to mitigate customer challenges
Execute the documentation of processes and support iteration as processes evolve
Ensure Critical Situations Escalations Managers have the tools and resources they need to effectively support customers and creates them if they don’t
Maintain visibility of key business metrics for line of business leadership and leverages the data to implement necessary changes
Collaborate with the Product Readiness team to support the lines of business’ strategy and day to day operations
Takes on new projects with senior leadership visibility as necessary
You Have:
7+ years of experience maintaining a program that includes changes to process, people and technology
3+ years of experience working with data sets
Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
Familiarity with project management principles and methodologies
Motivated by an entrepreneurial mindset and comfortable with ambiguity
Strong Command of English language both oral and written (B2 and above)
Bachelor’s degree preferred
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) 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 LinkedIn Learning 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)
Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer. California & New York: $124,200 to $178,200 | All other US States: $115,000 to $165,000
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
View Original Job Posting