As a Manager, Solution Services , you will build and oversee a team of Solution Implementation Managers and be responsible for the operational and financial aspects of packaged service delivery. In addition to managing regional business operations, you will have responsibility for the evolution of the Services Catalog in line with the updated product offerings as well as changing customer needs, continuous improvement of our operational processes, work qualities, and coaching and leading future leaders of the organization.
The Manager shall be accountable to the business for meeting financial/operational goals, hiring to plan, and developing the resources. This person shall also be responsible for translating the overall Solution Services vision into operational execution plans.
This role requires a leader with a unique blend of proficiency in technology-based solutions, business leadership, people management skills, business development acumen, and communication skills. This important high visibility role, critical to our ongoing success, reports to the Senior Manager of Solution Services.
You will:
Be accountable for the team attainment of utilization and revenue in relation to department goals
Be responsible for the oversight of delivery teams assigned to customer engagements
Be accountable for delivery quality and customer satisfaction while acting as the first level for resolving customer escalations
Apply and help devise operational metrics and gather supporting data to maximize team performance
Identify, manage, and coordinate initiatives to support process improvement in relation to delivery and delivery methodology
Contribute to the development of delivery methodology and professional services offerings
Own and maintain the refinement of processes and delivery tools to support the department
Drive organizational growth through project ownership of Professional Services’ initiatives aligned to organization and Company strategy, industry objectives and key results
Develop, standardize, and maintain documentation and resources related to customer delivery and associated internal processes
Collaborate and partner with peer leaders across Professional Services and Customer Excellence on initiatives in support of Department and Organizational goals.
Partner with the Resource Management team to ensure team workloads are balanced and skills and interests are matched to project opportunities
Remain current on Smartsheet product and related tools and contribute to the progress of Smartsheet’s success by aggregating and providing product feedback and related learnings
Perform other duties as assigned
Supervisory Responsibilities:
Interview, hire, develop, mentor, and supervise delivery resources including overseeing new employee onboarding
Responsible for performance evaluations of your team
Responsible for team forecasting, allocation, and alignment to reach department goals
Support professional development and continuous learning for delivery resources
You have:
Bachelor’s degree or equivalent combination of relevant work experience and education (minimum 7 years)
3+ years of progressive leadership in software services, and/or professional services preferably in a SaaS environment
Passion for leading and managing in a high-velocity, high-growth environment
Excellent communication skills (verbal, written, and presentation)
Exceptional customer management skills and the ability to work with customers in both pre- and post-sales capacities
Work experience designing, selling, and delivering solutions in a SaaS Professional Services environment, preferably with team lead/people management responsibilities
Experience building & leading high performing teams
Strong business acumen, problem-solving, and interpersonal skills
The ability to travel when necessary to meet with current and future customers
Perks & Benefits:
Fully paid Health & Life insurance for full-time employees and family members.
Monthly stipend to support your work and productivity.
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).
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.
Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.
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