Sr. Manager, Technical Support

7-10 years of experience in a customer service/Technical support setting (SaaS preferred). 3-6 years of experience in mentoring, managing, or providing feedback to individual contributors. Executive presence and comfort briefing executives on technical matters. Excellent end-user interaction and strong written and verbal communication skills. Ability to present initiatives internally and across the business. Leadership skills and proven track record as a resource. Demonstrated ability to work independently and take ownership. 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.

Manage internal and partner support teams for Enterprise post-sales support. Manage leaders and individual contributors using operational metrics. Set objectives, evaluate progress, and coach team members. Set up, manage, and improve team standards and procedures. Contribute to team strategy and lead improvement initiatives. Ensure well-defined operational practices and use technology for efficiency. Manage individual performance and skill development. Encourage open communication within the team. Review daily priorities and ensure results. Stay updated on SaaS product developments and provide input. Identify and assist in investigating customer and technical issues. Advocate for customers and enhance customer experience. Prepare and deliver performance reviews. Deliver team goals aligned with overall Support and Smartsheet objectives. Collaborate effectively with peer managers, stakeholders, and shared services. Be available to travel for company & team needs. Perform other duties as assigned.