Hypercare Manager (Remote Eligible)

As Hypercare Manager you will lead and manage resolution of our most strategic accounts through challenging periods of their Smartsheet journey.  These challenges could be due to user adoption, product issues, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to marshall company wide resources to assist customers placed in Hypercare across our three global regions. The Global Hypercare program will ensure a high level of customer satisfaction, retention and expansion resulting in both resolution of each customer’s challenges to a healthy state and of continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base. 

Not only will you be on the front line with many of Smartsheet’s largest customer relationships, but also those struggling with ambitious innovative solution plans intended to lead our install base forward.  Your work will be global and highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.

You will report to our Head of Hypercare in our Worldwide Field Operations team and the role is fully remote eligible.

You Will:

• Develop nomination, entry and exit criteria for accounts such that Hypercare is a time bound need, restoring confidence and success within accounts to be promoted out of the program
• Lead support triage to identify and clearly articulate the customer situation and provide a rapid response with the recommended next steps, internal communication, and needed short-term team members
• Identify process gaps and themes with product and engineering to drive change and ensure timely customer communication
• Persuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationships
• Lead resolution of the identified issue and partner with internal relationship owners to communicate directly with customers
• Engage with and lead internal communications with Engineering while accounts are in Hypercare to ensure internal and external customers are receiving status updates
• Lead Executive communications with customers as necessary during Hypercare
• Influence roadmap prioritization with Product and Engineering to resolve customer challenges
• Have the flexibility in your working hours to team with global customers, and willingness to be “on call” for your Hypercare accounts
• Participate in customer meetings including up to 25% travel
• Perform other duties as assigned

You Have:

• 7+ years of experience managing globally diverse, large, and cross-functional initiatives
• 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
• Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired
• Knowledge of the Smartsheet platform optional but highly desired

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• 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