VP, Global Customer Support & Operations - (Remote Eligible)

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.

As ​VP, Global Customer Support & Operations​, you will lead the continued evolution of our Support organization, our Technical Account Manager program, our outsourcing and labor strategy, and the systems and operations landscape to drive profitable growth through delightful customer interactions, incident deflection and product teaming.

You will report to the ​Senior Vice President of Customer Excellence​, who leads Customer Outcomes, Success, Services & Support. This role is fully remote eligible.

You Will:

• Lead the development of the next-generation Support Experiences including continuing the roll out of our Community, Customer Portal, ChatBot(s), Telephony, and Scheduling platforms.
• Mature our 3-tier support model to improve efficiencies and resolution times through skills based case routing and ownership.
• Continue to evolve our high growth and high retention Technical Account Manager program, teaming with Professional Services peers to drive co-delivery in some cases.
• Define a “premium support” offering and service for our enterprise clients
• Team with our HyperCare Program on turning red accounts back to green.
• Manage our platform abuse, fraud and security incident teams within the escalations program
• Team with Product and Engineer on strong product documentation across mediums such as web, video, and social.
• Drive “in app” support motions for real-time, in-context case deflection or creation teaming with our Product and Engineering teams.
• Drive weekly product teaming on emerging issues to improve our product service, share voice of customer, and reduce case rates over time.
• Recruit and inspire a team of Support professionals as we explore multi-language expansion, and new market penetration., with particular focus on Asia
• Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team.
• Refine, influence, and enable a comprehensive labor strategy for Smartsheet.gov clients, our EMEA region instance clients, and future additional regional expansion.
• Develop and implement innovative community and self service offerings to improve the quality and value of our support experience, and empower customer self-service and incident deflection to improve scale.
• Deeply understand the needs of our customers / marketplace to propose additional support offerings for Application developers, Business Users, and SI/ISV partners to advance adoption and increase the value of the Smartsheet work platform through premium support offerings.
• Quickly shift from high-level strategy development of our B2B enterprise support experience to the tactical details of user centric support for our trailers, personal plans, and SMB buyers to ensure all elements of the support experience are properly prioritized by segment, geography, product, and Life-time value.
• Work collaboratively with Brand Marketing and Demand Generation teams to create new thought leadership in the areas of our user led growth and adoption for easy self upgrades, feature discovery, and value attainment.
• Drive scale and timely delivery of our ProDesk offering where customers schedule time to learn about specific product areas with Support Experts
• Maintain Support ARR as a percent of revenue, and drive high support renewal rates as part of our growth
• Partner internally to identify financial targets, provide ongoing performance forecasting, and to ultimately deliver against our net retention, TAM revenue, and operating budget targets
• Develop and present materials for leadership, customers, and other audiences
• Drive a feedback loop and insights on prioritization to the Product and Development teams to represent the voice of the customer and the needs of the customer-facing teams as an extended leadership team member for our Chief Product Officer.
• Leverage a healthy balance of leadership, technical, support, and people management  skills in a very dynamic and fast paced environment.
• Scale and lead a sustainable, high-performance, motivated team across a global landscape that believes in and deliver outcomes to delight our customers
• Other responsibilities as assigned.

You Have:

• Bachelor's degree in business or equivalent discipline; MBA preferred.
• 12+ years experience working with enterprise support opera