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Senior Support Excellence Program Manager
Posted on 12/7/2022
Dorchester, Boston, MA, USA
Experience Level
Desired Skills
Data Analysis
Power BI
  • 5+ years of experience in technical support, systems administration, or a related field, preferably in SaaS Product or B2B
  • 4+ years of experience in Program or Product Management
  • Ability to analyze data and apply a systematic approach towards project deliverables with the goal of improving business operations and services
  • Ability to prepare informative reports and deliver persuasive, succinct presentations to senior management and internal stakeholder groups as required
  • A solid understanding of the SaaS product development lifecycle
  • Experience working in or with a global, tiered Support Organization
  • Bachelor's Degree or higher in a technical discipline or equivalent work experience
  • Excellent analytical, problem resolution and decision-making skills
  • An ability to leverage analytics to develop data-driven insight with tools such as Tableau, Smartsheet, Excel, Power BI
  • Strong customer focus, excellent communication skills, attention to detail and the ability to work in a fast-paced team environment
  • Experience presenting plans and recommendations to people at all levels of an organization
  • Useful certifications: PMP, Six Sigma, Agile
  • Own the specific programs for Support that relate to Supportability, Escalation processes, Release Readiness, Change Management, or related programs
  • Partner with internal groups to distill and align voice of customer data into a single set of resolution requests to the product and business groups; communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners
  • Work closely with the Technical Support delivery leadership and partner teams across multiple sites to identify training opportunities, determine potential ROI, and evaluate the success of support readiness programs and events to promote exceptional customer support
  • Champion data-driven change recommendations to promote reduction in support volumes, reduced case escalation, and other key Support PKIs. Recommendations could include things such as:
  • Improved diagnostic capabilities
  • New or improved training/mentoring plans
  • Top Product Issues driving Support Case volume and top customers
  • Reactive (e.g. bug fixes) or proactive /predictive (e.g. auto-healing) product development work
  • Assist in the design, review, and oversee the engagement framework, escalation processes, with Global Support teams including Tier1, Tier2, Tier3, for their assigned products and applications
  • Develop and/or contribute to weekly, monthly and quarterly business reviews to ensure that partners and stakeholders are informed
  • Other job duties as assigned

1,001-5,000 employees

Cloud-based collaboration platform
Company Overview
Smartsheet's mission is to empower anyone to drive meaningful change - for themselves, their businesses and even for the world.
  • Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.
  • Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.
  • An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.
  • Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.
  • An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.
  • Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.
Company Core Values
  • Value-driven culture - We don’t just talk the talk. Our award-winning culture stems from having a core set of values that are lived daily from the top down.
  • Meaningful impact - Smartsheet helps employees achieve more by providing a supportive, respectful culture that pushes its people to excel and innovate.
  • Investing in employees - From wide-ranging benefits to on-site development programs, Smartsheet is truly invested in its employees' well-being — both in and outside of the workplace.