Sr. Director, Technical Support

As a Sr Director of Global Customer Support, you will be responsible for helping create the strategy for our support delivery teams while  managing a group of highly skilled support leaders, managers and agents covering our most complicated product features and most critical security support teams. This position will report to the Head of Customer Support within our Customer Excellence organization

The Sr Director position will   contribute to defining the support delivery strategy, interpret data, coach, mentor and lead globally distributed teams of Support professionals with the ultimate goal of empowering Smartsheet customers with expert engagements to resolve issues and expand customer adoption of the Smartsheet product. You will work closely with Support leadership to build pathways to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.

A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the “voice of the customer” for the rest of the company, with strong monitoring, case data and customer sentiment inputs.

You Will: 

• 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-imaginSUpport delivery outcomes to our customers.
  Lead highly complex cross functional transformational projects across the global support organization 
• Drive a culture of supporting our customers with increased empowerment motions beyond expected ‘break-fix’ and into ‘empowerment’ activities
• Emphasize and hold both teams and individuals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
• Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
• Interact across the organization and engage with various levels of contributors from support agents to executive roles
• Analyze a variety of data sources and present strategies  to manage,improve and accelerate KPIs relevant to our team’s mission
• Drive your team to successful resolution of issues that affect both internal and external customer
• Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships 
• 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
• Have the flexibility in your working hours to team with global customers, and willingness to be "on call" 
• 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.

You Have: 

• 15+ years of experience with 
• 8+ years of experience as a  leader of leaders
•  7+ years technical support-related call center experience or equivalent
• Proven track record of leading support teams and creating collaborative relationships with peers
• 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 executive presence along with a world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management 
• Goal orientation to drive progress for each customer through each interaction 
• Experience building, leading or teaming with teams similar to Smartsheet support 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 
• Available for travel as necessitated by role.
• Experience in managing in 24x7x365 environment.
• Experience in engaging with a centralized Workforce Management function.
• BA/BS degree preferred.

Perks & Benefits:

• Employer-paid Private Medical and Dental, additional cost for family members
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• Monthly contributions toward your pension
• Monthly stipend to support your work and productivity
• 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account.
• Teleworking options from any registered location in the UK (role specific)

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Department

Technical Support

Job Location

-REMOTE, UK-