Sr. Manager, Critical Situations Team
New
S
SmartsheetSaaS project management
You may work remotely from anywhere in the US where Smartsheet is registered.Full-TimeManager
SalaryUS Base Salary Pay Range $147,500 — $192,500 USD; this role will be eligible for a market competitive incentive opportunity.
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Job Details
- Experience
- 5+ years of experience managing globally diverse, large, and cross-functional initiatives; 3+ years of experience using the Smartsheet Platform
- Required Skills
- SalesforceJira
Requirements
- Have 5+ years of experience managing globally diverse, large, and cross-functional initiatives.
- Have 3+ years of experience using the Smartsheet Platform.
- Have led customer or services teams implementing SaaS technology in large enterprise settings.
- Understand SaaS organizational and operational constructs, including Product, Engineering, Support, Customer Success, Sales, and Services.
- Demonstrate the ability to establish trust and influence people internally and externally.
- Be able to handle conflict and drive agreement when opinions and input differ.
- Bring data-driven decision-making skills and a process-oriented mindset.
- Have knowledge of Lean, Six Sigma, and continuous improvement approaches.
- Be able to identify risks and dependencies and develop mitigation plans.
- Demonstrate problem-solving, situational agility, adaptability, and effective communication across multiple channels.
- Bring business acumen, technical knowledge, process management experience, and strong presentation and customer interaction skills.
- Be flexible with working hours to support global customers and willing to be on call for Critical Situation accounts.
- Experience building, leading, or partnering with teams similar to HyperCare is optional but highly desired.
- Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite is optional but highly desired.
Responsibilities
- Lead executive meetings and prepare strategic content for executive audiences.
- Analyze resolution paths for high-stakes customer issues and align executives on effective solutions.
- Define and execute the global strategy for mitigating customer account escalations.
- Develop and own the Critical Situation methodology, response playbook, processes, and regional variants.
- Set nomination, entry, and exit criteria for the time-bound Critical Situation program.
- Identify process gaps and themes with Product and Engineering to drive change and timely customer communication.
- Develop systems and tools that improve visibility and coordination with internal teams and customers.
- Lead internal and external communications and customer executive communications during Critical Situations.
- Influence Product and Engineering roadmap prioritization to resolve customer challenges.
- Report on team effectiveness and value, tied to business impact and strategy.
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