Technical Project Manager

Smartsheet is looking for a Technical Project Manager to leverage their technical expertise of the full Smartsheet stack, Support processes & technologies, and industry experience to manage and consult on initiatives within the Technical Support department.

Apart from working on a broad spectrum of technical issues, the Technical Project Manager will work on initiatives related to operational efficiencies & process management, development of internal tools for Support, release readiness, product feedback, contact deflection, training/hiring, and bringing the voice of Support and Customers to Product during feature development phases.

A suitable candidate is someone who is focused on both the customer and support agent experiences. Comfort in multi-tasking, operating in ambiguity, and self-confidence are key traits that will see a candidate excel in this role. The right person will be highly technical, analytical, and may have experience managing technical teams. This person has a record of driving projects to empower support teams and is passionate about the growth and success of Smartsheet customers.

You will report to our Sr. Manager, Global Support Excellence and Content and this role is based at Smartsheet’s corporate offices in London, UK (hybrid or UK remote eligible).

You Will:

• Work closely with Support delivery leadership and partner teams across multiple global sites to identify training opportunities, evaluate the success of support initiatives and events to promote exceptional customer support
• Identify, recommend, and occasionally drive customer support experiences into process, product, and operational improvements to build a world class technical support delivery organization
• Lead and collaborate in cross-departmental initiatives to identify and recommend improvements for scalable operating procedures between business units
• Act as a change agent; identify common issues and high-cost transactional work, influence new offerings and product roadmap, and promote improvement opportunities to leadership
• Work with Product and Engineering teams on a regular basis to learn, document, and disseminate knowledge for the empowerment of the Support community and Smartsheet customers 
• Be knowledgeable on the Smartsheet core, API, and various premium apps & integrations. Build and retain your technical skills and maintain your knowledge of customer use cases by occasionally investigating customer reported issues
• Provide your technical and process expertise in evaluation of release readiness needs to identify risks, escalation insights, and overall preparedness needs to assure Support teams are adequately prepared and that any interim Support-facilitated motions are well understood and documented
• Align projects with business goals, construct detailed work plans, align project teams, achieve milestones, and communicate the result across a stakeholder audience
• Assess risks, anticipate bottlenecks, recommend tradeoffs and solutions to balance the business needs against technical constraints and successful outcomes
• Occasionally produce technical documentation and support materials dedicated towards operational efficiency while also empowering and enabling the greater support community

You have:

• A record of driving projects towards operational excellence
• Ability to bring structured thinking into ambiguous and open-ended problem situations, then drive to consensus
• 3+ years experience supporting customers in a technical support environment, preferably supporting a SaaS product or in a related industry/field
• A passion for enabling team members to deliver meaningful interactions with customers
• A track record of being results-driven, self-motivated, and able to work independently as well in team environments
• An ability to use data to analyze results and make data-driven decisions
• Excellent written, verbal and interpersonal communication skills
• Ability to travel domestic and international

Perks & Benefits:

• Employer-paid Private Medical and Dental, additional cost for family members
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + 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, salary sacrifice options, and your own personal Smartsheet account.
• Teleworking options from any registered location in the UK (role specific)