Senior Manager, Critical Situations Team

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🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $147.5k - $192.5k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Smartsheet

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

💼 Consulting

🏥 Healthcare

📣 Marketing

Consulting • Healthcare • Marketing

Smartsheet is a platform designed to manage projects, automate workflows, and build solutions at scale. It offers a wide range of features including automation, team collaboration, dashboards and reporting, and integrations, allowing businesses to streamline their operations. The platform caters to diverse use cases such as project management, IT portfolio management, marketing management, and more, serving various industries including government, finance, and healthcare. Smartsheet also emphasizes security and data protection, ensuring users' data privacy. Additionally, it offers professional services like consulting, training, and implementation support to maximize the platform's capabilities.

📋 Description

• Lead and manage resolution of strategic accounts experiencing critical situations • Lead executive meetings and strategic content with visibility among executives • Lead cross-functional, business-wide efforts through effective thought leadership • Analyze resolution paths for high-stakes issues and develop strategies aligned across executives • Ensure outcomes affecting the product, company, and/or customer base • Serve as the key point of contact for resolving critical issues • Provide quantitative results on team effectiveness and value tied to business impact and strategy • Define and execute the global strategy to mitigate customer account escalations • Develop and own the Critical Situation methodology, response playbook, processes, and regional variants • Develop nomination, entry, and exit criteria for accounts in the Critical Situation program • Identify process gaps and themes with Product and Engineering to drive change and timely customer communication • Determine methods to incorporate Salesforce Sales, Salesforce Service, Smartsheet, Gainsight, Seismic, Chorus, ZoomInfo, Jira, and related technologies • Develop systems and tools for visibility and coordination with internal teams and customers • Lead cross-functional communications and customer status updates during Critical Situations • Lead executive customer communications as necessary • Influence Product and Engineering roadmap prioritization to resolve customer challenges • Participate in leadership and customer meetings • Report regularly on Critical Situation customers to the corporate leadership team • Partner with Customer Success, Professional Services, Support, Sales, and Product leadership to define the CritSit operating model

🎯 Requirements

• 5+ years of experience managing globally diverse, large, and cross-functional initiatives • 3+ years of experience using the Smartsheet Platform • Implemented SaaS technology in large enterprise settings as a leader of customer or services teams • Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services • Ability to quickly establish trust and to influence others, both internally and externally • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist • Strong data-driven decision making skills, and process oriented mindset • Knowledge of Lean, Six Sigma, and continuous improvement approaches • Ability to identify risks and dependencies and put in place plans to mitigate them • Adaptability, flexibility and the conviction to “do the right thing” by keeping a customer centric mentality at all times • Ability to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels • Exceptional business acumen and world-class presentation and customer interaction skills acquired through deep technical knowledge and well-developed process management • Goal orientation to drive progress for each customer through each interaction • Flexibility in working hours to team with global customers and willingness to be “on call” for CritSit accounts • Experience building, leading or teaming with teams similar to HyperCare at a mature technology company, optional but highly desired • Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired • Knowledge of the Smartsheet platform optional but highly desired

🏖️ Benefits

• Employer subsidized medical/vision and dental coverage for full-time employees • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) • Monthly stipend to support your work and productivity • Flexible Time Away Program, plus Sick Time Off • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans • US employees receive 12 paid holidays per year • Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account • Teleworking options from any registered location in the U.S. (role specific) • Market competitive incentive opportunity

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