Services Operations Specialist

Summary

Join Smartsheet's Services Operations team as a Services Operations Specialist! You will support the operational efficiency and effectiveness of the services business by driving daily operations, partnering with sales and finance teams, improving internal processes, and coordinating with various departments. This role requires 3+ years of experience in operations or administration, project management skills, and proficiency with SaaS applications. You will report to the Sr. Manager of Service Operations and contribute to the success of our growing services business. Smartsheet offers a comprehensive benefits package including fully paid health and life insurance, paid time off, parental leave, and professional development opportunities. We are committed to fostering an inclusive and welcoming work environment.

Requirements

• 3+ years experience in an operations or administrative role
• Experience driving projects from concept through completion
• Proactive mindset with a demonstrated ability to take initiative
• Hands-on working experience with SaaS applications
• Open to learning new technology, applications, and solutions

Responsibilities

• Drive tactical daily operations by providing excellent customer services to internal and external customers
• Partner with sales teams to review statement of work  contracts (SOW) to finalize sales transactions
• Coordinate with Finance to process monthly services billings, and respond to inquiries related to project invoicing
• Work with other departments including sales, services, finance ,legal, resourcing and support teams to finalize sales transactions
• Improve the operational systems and tracking infrastructure by identifying areas for improvement of internal processes, including the Professional Services Automation (PSA) System
• Maintain prioritization of operational projects and resources
• Initial manual project creating for services engagements in order to allow delivery teams to kickoff the project and begin delivering hours to ensure project delivery is compliant with contractual terms
• Support delivery teams, operations excellence, and management with troubleshooting project issues, as needed
• Create and maintain clear, concise and accurate SOPs and process documentation

Preferred Qualifications

Knowledge of professional services organization a plus

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc
• Monthly stipend to support your work and productivity
• 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 LinkedIn Learning 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)