Sr. Manager, Technical Support

Smartsheet is seeking a Senior Manager, Technical Support to join the global support team, based out of Costa Rica, remote eligible. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will have a history of leading and mentoring a team of Support Managers and Specialists in providing exceptional customer support within a Software as a Service environment . This also includes coordinating the day-to-day operations of your team, assisting in the queue and with escalations, and working with Support managers to ensure your internal teams and partners are meeting their goals. The Senior Manager, Technical Support will have direct reports based globally.

This role will report to our Director, Technical Support. This position is fully remote eligible, with the expectation of reporting to the San Jose, Costa Rica office as appropriate.

With a commitment to investing in international growth and scaling our Support offerings to better serve new and existing customers; this is an opportunity to be a part of Smartsheet at an exciting time, working with an outstanding team to build and expand the Smartsheet brand across the globe.

You Will:

• Manage internal and partner support teams to provide Enterprise level, post-sales support to Smartsheet customers
• Manage a mix of leaders and individual contributors within Technical Support, leveraging operational metrics such as CSAT scores, closed loop feedback processes, knowledge management, etc to successfully deliver support to our customers at scale
• Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issues
• Set-up, manage, and improve standards and procedures within the team
• Contribute to the team strategy and lead improvement initiatives within the Support organization
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Manage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goals
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challenges
• Identify and assist in the investigation of customer issues and complex technical issues
• Advocate for customers and define ways to continually add value to the customer experience
• Prepare and deliver performance reviews on defined business rhythm for your team
• Deliver on site and team goals in line with overall Support goals and Smartsheet objectives
• Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
• Must be available to travel for various company & team needs
• Perform other duties as assigned.

Estimated Breakdown

• 25% case/issue management (as needed for service level requirements and customer escalations)
• 50% defining coaching plan for team managers and team members and coaching for improved behaviors
• 25% Support improvement and cross-team (within support) initiatives

You Have:

• 7-10 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving
• 3-6 years of experiencing in mentoring, managing, or providing feedback to individual contributors
• Possess an Executive presence and are comfortable briefing internal and external C-level executives on technical and matters
• Excellent end-user interaction and strong written and verbal communication skills
• Ability to present initiatives internally and across the wider business community
• Leadership skills and proven track record as a resource for other team members
• Demonstrated ability to work independently and take ownership of issues or challenges
• Willingness and ability to learn and develop new skills quickly
• Demonstrated ability to manage effectively in an agile support environment
• Work effectively with internal enablement teams such as Training Quality and Operations (TQO) and Workforce Management

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 Udemy 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)