Senior Critical Situations Escalation Manager

Summary

Join Smartsheet as Sr. Critical Situations Escalation Manager to lead and manage resolution of strategic accounts through challenging periods of their Smartsheet journey, utilizing strategy, structure, and executive engagement to marshall company-wide resources.

Requirements

• 7+ years of experience managing globally diverse, large, and cross-functional initiatives
• 5+ years of experience working with the Smartsheet Platform
• Implemented SaaS technology in large enterprise settings as a leader of customer or services teams
• Understanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services
• Ability to quickly establish trust and to influence others, both internally and externally
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
• Strong data-driven decision-making skills, and process-oriented mindset
• Knowledge of Lean, Six Sigma, and continuous improvement approaches
• Ability to identify risks and dependencies and put in place plans to mitigate them
• Adaptability, flexibility, and the conviction to “do the right thing” by keeping a customer-centric mentality at all times
• Ability to deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels
• Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process management
• Goal orientation to drive progress for each customer through each interaction

Responsibilities

• Own the resolution of the identified issue for the most complex and valuable customers by partnering with internal relationship owners to communicate directly with customers
• Lead support triage to identify and clearly articulate the customer situation and provide a rapid response with the recommended next steps, internal communication with cross-functional teams, and needed short-term team members
• Clearly define your role and responsibilities with internal and external teams
• Identify process gaps and themes with product, engineering, and other teams as necessary to drive change and ensure timely customer communication
• Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
• Engage with and lead external customer communications while accounts are in the Critical Situation process to ensure customers are receiving status updates
• Lead Executive communications with customers as necessary during Critical Situations
• Ensure team members across Go-To-Market are following and leveraging the correct escalation paths
• Influence roadmap prioritization with Product and Engineering to resolve customer challenges
• Demonstrate an expert-level understanding of the company's products and services, providing guidance to address complex challenges
• Advise and mentor Critical Situations Escalation Managers on effective strategies for supporting customers in critical situations

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Stock - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)