Smartsheet Team Lead

Job Title:

Job Description

We are looking for a Team Leader, to build and oversee a team of Smartsheet Consultants and be responsible for the operational and financial aspects of service delivery. In addition to managing regional business operations, you will lead the evolution of the Professional Services in line with the updated product offerings as well as changing customer needs, continuous improvement of our operational processes, work qualities, and coaching future leaders of the organization. This important high visibility role, critical to our ongoing success.

You Will:

• Perform all the duties of the Smartsheet Consultant as well as the duties below.
• Accountable for the team attainment of utilization and revenue in relation to department goals 
• Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• Interview, hire, develop, mentor, and supervise delivery resources including overseeing new employee onboarding, annual performance review and ongoing professional development 
• Responsible for the oversight of delivery teams assigned to customer engagements including forecasting, allocation, and alignment to reach department goals
• Accountable for delivery quality and customer satisfaction while acting as the first level for resolving customer escalations
• Coordinate with internal partners from sales and customer success to support client escalations and drive resolution recommendations 
• Provide operational metrics and gather supporting data to maximize team performance
• Identify, manage, and coordinate initiatives to support process improvement and ongoing development in relation to delivery, delivery methodology and professional services offerings
• Develop,standardize, and maintain documentation and resources related to customer delivery and associated internal processes 
• 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
• Other duties as assigned

You Have:

• A minimum of 3+ years relevant work experience or equivalent combination of relevant work experience and education
• 3+ years of progressive leadership in software services, and/or professional services preferably in a SaaS environment with team lead/people management responsibilities
• Experience building & leading high performing teams 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
• Experience building & leading diverse high performing teams
• Strong business acumen, problem-solving, and interpersonal skills

Location:

Language Requirements:

Time Type:

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents