Employee Spotlight: Meet Jean Wenzel, Sr. Director of Global Customer and Technical Support
by Corinne Long
Welcome to our employee spotlight series, featuring profiles on team members across our Bellevue, Boston, and UK offices. Learn more about the people behind the product and why Smartsheet is recognized as a great place to work!
Jean Wenzel is the senior director of global customer and technical support at Smartsheet. Located in our Bellevue, WA, office, she leads a global team focused on providing a best-in-class experience by empowering Smartsheet employees and customers to leverage the full capabilities of Smartsheet.
In one sentence, what’s your job right now?
My main focus at the moment is preparing our team to improve our support model so we can more easily assist customers on their time and terms, all while refining our processes and scaling our global teams as Smartsheet continues to grow.
What does your typical day look like?
The first app I check in the morning is Smartsheet, specifically our internal Support Emerging Issues Dashboard. Depending on if there are any issues or not, I typically check in with our Edinburgh and Boston teams earlier in the day. I then spend time interviewing, in meetings, conducting one-on-ones with team members, and often fielding an escalation or critical customer engagement.
I’m also a huge proponent of creating and promoting a customer-centric culture. All of us, every day, should work to identify opportunities on how we can better serve our customers and increase the value of Smartsheet.
What is the one Smartsheet feature you couldn’t live without?
There isn’t just one I can name because the features are so interdependent. I live and breathe Smartsheet dashboards to keep track of the support business, and I absolutely love our mobile app! Dashboards show up great on the mobile app and, as a business leader, I’m constantly bragging to my friends and former colleagues about how I can manage my team effectively from anywhere.
That being said, without Smartsheet Integrations and Connectors such as Salesforce and API feeds, the dashboards I use would be irrelevant. I’m very fond of the Connectors and excited about the vision our product development team has for them.
Lastly, I really enjoy Smartsheet forms, and I'm very excited about where they are headed in the near future!
What has been one of your proudest moments working at Smartsheet?
The launch of Pro Desk, a program that allows customers to select a 30-minute session with a support specialist to discuss a topic of their choice.
Throughout my career, I have been trying to implement a similar solution for 22 years and last year, with Smartsheet, I realized that vision. It feels amazing to provide this type of value add for our customers, our team, and our company.
Who is someone you admire at Smartsheet, and why?
Tough question, as I admire so many people within our company. I would say Kara Hamilton, our chief people and culture officer. Smartsheet’s exponential growth and expansion are both really based on our people. Kara’s team is so much of the “cultural glue” that holds us together as a company. (Read more about that here.)
The people and culture of the Smartsheet team are the best I have ever encountered, and I’ve worked for many large, world-class organizations. That isn’t to say I worked with poorly managed organizations; they were all very good. Kara has established a higher standard for our culture and people operations than anywhere I’ve worked. As a business leader, it’s consistently a pleasure to work with Kara and everyone on her team.
What’s your favorite Smartsheet value?
Authentic. I truly feel I can be who I am as a learner, leader, mentor, and human here at Smartsheet.
Advice for anyone looking to join Smartsheet?
What is the biggest perk of Smartsheet’s office?
The flexibility to work from any office, anywhere. Of course, it’s really cool to work for a software as a service (SaaS) platform that has the power to impact the lives of so many people. And since I grew up in Wisconsin, I truly appreciate the access to Tillamook cheese in our breakrooms, even though it comes from Oregon.
Come work with Jean and her team members in Bellevue, Boston, the UK, or from one of the 10 states where we currently have remote employees. We’re looking for driven, supportive and customer-obsessed individuals to join our quickly growing team. Check out all our open roles!