Manager, RevOps Systems

Summary

Join Smartsheet's growing team as a Field Systems Manager in San José, Costa Rica! This remote-eligible position involves leading a team of Salesforce administrators and support specialists. You will manage the development lifecycle, ensure SOX compliance, and resolve various system and data issues. Responsibilities include improving Service Cloud, establishing SLAs, collaborating with RevOps, and fostering a positive team culture. The ideal candidate possesses 5+ years of experience managing development or administrative teams and experience with Salesforce administration. Smartsheet offers excellent benefits, including fully paid health and life insurance, a monthly stipend, paid time off, and parental leave.

Requirements

• 5+ year managing development or administrative teams or functioning in a team lead capacity
• Previous experience in a team lead or management role, with experience coaching and developing team members
• Experience troubleshooting issues related to data quality, system errors, and user inquiries
• Experience with agile or scaled agile and devops practices
• + years of experience as a Salesforce system administrator

Responsibilities

• Lead a team consisting of Salesforce administrators and support specialists focused on user management, issue resolution, and data quality issues
• Serve as a manager for the team whose primary responsibility is triage and resolution of cases submitted by various departments (Sales, Marketing, Customer Success, Finance, etc.) through our internal ticketing system
• Investigate and resolve issues related to Salesforce quoting processes (CPQ/Billing an advantage, but not required unless specifically needed), data integrity (e.g., duplicates, inaccuracies, missing information), system errors, and general "how-to" questions
• Implement Service Cloud improvements to assist with prioritizing and managing the case queue effectively, ensuring timely resolution and clear communication to stakeholders
• Establish and adhere to service level agreements and customer satisfaction metrics
• Collaborate with other members of the RevOps team to implement and refine Salesforce flows, validation rules, and automation to improve efficiency and data quality
• Manage the daily activities of the team, such as one-on-ones, collaboration with the development team, and prioritization and scoping of work
• Ensure work is delivered on time and that the Field Systems team meets deadlines
• Work with other team leaders within the organization to manage priorities and the delivery of work
• Build a team culture of positivity, inclusiveness, and collaboration
• Advise on training for team members in best practices both administrative and technical
• Document solutions and contribute to our internal knowledge base

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc
• 12 days paid Vacation + 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 Udemy online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)