Application Support Analyst providing front line support for financial management systems. Engaging with clients in the financial industry to ensure systems are operationally ready.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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