Hybrid Senior Manager, Technical Support

at Smartsheet

• Job title: Senior Manager, Technical Support
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Bangalore, India

About the role

• Senior Manager, Technical Support managing Enterprise level post-sales support for Smartsheet customers. Leading a globally distributed team while ensuring operational excellence and high-quality customer experiences.

Responsibilities

• 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 to successfully deliver support to our customers at scale
• Set clear objectives, evaluate progress, coach, train, and instil a high-performance culture with a 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 a defined business rhythm for your team
• Deliver on-site and team goals in line with overall Support goals and Smartsheet objectives
• Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities
• Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted
• Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps
• Promote continuous improvements through recognition and feedback within the team
• Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration
• Must be available to travel for various company & team needs
• Perform other duties as assigned.

Requirements

• 8-10 years of experience in a customer service/Technical support setting
• 3-6 years of experience in mentoring, managing, or providing feedback to people leaders and individual contributors
• Experience with frontline management and working with or leading global teams preferred
• Experience in coaching, mentoring, managing, and evaluating the performance of individual contributors
• Leadership skills and proven track record as a resource for other team managers
• Possess an Executive presence and are comfortable briefing internal and external C-level executives on technical matters
• Excellent end-user interaction and strong written and verbal communication skills
• Ability to present initiatives internally and across the wider business community
• 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
• Legally eligible to work in India on an ongoing basis
• Fluency in English is required.

Benefits

• Equal Employment Opportunities to all qualified applicants
• Fostering an inclusive environment