Senior Director, Customer Operations

The Revenue Operations team is looking for a strategically driven Senior Director of Customer Operations to lead operations for the global Professional Services (PS) and Customer Success (CS) teams. For the Professional Services team, you will oversee essential operations processes, the PS quoting team, revenue management, and important metrics such as bookings and revenue. For the Customer Success team, you will oversee the operations strategy, systems (Gainsight), tools and metrics to improve customer engagement and reduce negative impact to subscription revenue. Partnering with the leaders across Customer Success, Services, Sales, Finance, Field Systems, and other supporting functions, you will guide the strategic direction of our PS quote-to-revenue process and CS customer engagement process.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

You will report to our SVP of Revenue Operations located in our Bellevue office.

You Will:

Professional Services

• Lead the evolution and transformation of our quote-to-revenue operations, providing the framework for the business to achieve essential success metrics
• Partner with the operations excellence team to implement ongoing improvements to our quote-to-revenue process and Professional Services Automation (PSA) system - Certinia
• Foster process consistency across regions to improve forecasting and reporting accuracy of bookings and revenue
• Lead a team of services operations specialists responsible for supporting daily processes
• Oversee all aspects of services revenue and forecast management including weekly, monthly, and quarterly reporting on forecast and performance against essential metrics such as bookings, billings, revenue, utilization, margin, and attach rate
• Partner with the finance team, contributing to annual planning, headcount investment decisions and revenue impact
• Partner with PS leadership on forecasting and operations

Customer Success

• Define, lead, and track strategic and operational programs to successful completion
• Develop and deliver GTM initiatives to improve the effectiveness and efficiency of adoption capabilities for Smartsheet prospects and customer, including:
• Customer journey development
• Lifecycle management processes and playbooks
• Customer Health Scoring
• Go-to-market (GTM) and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and GTM Operations
• Digital journey development, content creation and curation, and metrics
• Processes and playbooks for Solution Architect and Customer Success Manager
• Lead a team of two Gainsight system administrators to ensure CS team effectiveness and efficiency as well as Gainsight  consultants /TAM when required 
• Leverage data and analytics to develop, lead, and measure results for CS adoption-related initiatives, programs, and campaigns

You Have:

• 12+ years combined experience in  hi-tech Professional Services and Customer Success operational roles driving strategy & operations
• Excellent working knowledge of Customer Relationship Management (CRM) software (Salesforce). Experience building reports, dashboards and extracting data
• Working knowledge of Professional Services Automation (PSA) tools (such as FinancialForce/Certinia) and ERP systems such as Netsuite
• Working knowledge of Customer Success platforms (such as Gainsight, On24, Marketo)
• Experience optimizing processes for SaaS and Services businesses
• Hands-on operational skill and initiative in framing operational issues and ensuring action
• Excel experience and the ability to conduct analysis of complex data and translate the results into applicable insights and presentations (Pivot Tables, Vlookups)
• Experience collaborating with diverse audiences with all levels of an organization, from senior executives to individual contributors

Perks & 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 pro