Full-Time

Sr. Director

Technical Support

Posted on 5/15/2024

Smartsheet

Smartsheet

1,001-5,000 employees

Enterprise work management platform solutions


Senior

Remote in UK

Requirements
  • 15+ years of experience
  • 8+ years of experience as a leader of leaders
  • 7+ years technical support-related call center experience or equivalent
  • Experience in managing in 24x7x365 environment
  • BA/BS degree preferred
Responsibilities
  • Build and own the execution of the global support strategy for the delivery teams
  • Lead a technical team of people leaders and support professionals aligned with the specific features of the Smartsheet premium product family
  • Create an environment of innovation and continual improvement to re-imagine support delivery outcomes to our customers
  • Lead highly complex cross-functional transformational projects across the global support organization
  • Drive a culture of supporting customers with increased empowerment motions beyond expected ‘break-fix’ and into ‘empowerment’ activities
  • Recruit and inspire a team of Support professionals globally dispersed across multiple geographies
  • Analyze data sources and present strategies to manage, improve, and accelerate KPIs
  • Drive team to successful resolution of issues affecting internal and external customers
  • Collaborate with internal and cross-functional leadership peers to identify operational efficiencies and lead transformation initiatives
  • Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
  • Serve as a point of customer escalations and develop positive relationships with key customer contacts
  • Participate in leadership and customer meetings including up to 25% travel
  • Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
  • Represent the ‘voice of the customer’ within key Product roadmap strategy sessions and Customer Success initiatives
  • Provide strategic planning and forecasting of support performance goals and objectives with corresponding action plans and change management
  • Other duties as assigned

Smartsheet is an enterprise work management platform that offers flexible solutions for capturing and tracking plans, resources, and schedules, with a focus on accelerating speed to market and empowering marketing and creative teams.

Company Stage

IPO

Total Funding

$149.8M

Headquarters

Bellevue, Washington

Founded

2005

Growth & Insights
Headcount

6 month growth

3%

1 year growth

11%

2 year growth

24%

Benefits

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.

INACTIVE