Sr. Critical Situations Escalation Manager

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Requirements:

• 7+ years of experience managing globally diverse, large, and cross-functional initiatives.
• 5+ years of experience working with the Smartsheet Platform.
• Understanding of SaaS organizational constructs.
• Ability to establish trust and influence internally and externally.
• Strong data-driven decision-making skills and process-oriented mindset.

Responsibilities:

• Own the resolution of complex issues for valuable customers.
• Lead support triage to communicate customer situations and recommend next steps.
• Engage in external customer communications during Critical Situations.
• Lead Executive communications with customers as necessary.
• Influence roadmap prioritization with Product and Engineering.