Director, Global Customer Support

As a Director of Global Customer Support, you will be responsible for managing a group of highly skilled globally distributed team of support managers and professionals and will report to the Head of Customer Support within our Customer Excellence organization.

A top priority will be to interpret data, coach, mentor, lead and execute the global strategy with the ultimate goal of empowering Smartsheet customers with expert engagements to resolve issues and expand customer adoption of the Smartsheet product. You will work with Support and CE leadership to empower our support agents with appropriate product training and case handling behaviors to improve Customer Satisfaction and reduce case handling time.

A top priority of the Smartsheet Customer Support team is turning a customer who contacts us with an issue into a raving fan. We are a primary channel of the “voice of the customer” for the rest of the company, with strong monitoring, case data and customer sentiment inputs.

You Will: 

• Contribute to building and own the execution of the global support strategy for the delivery teams. 
• Lead a technical team of people managers and support professionals aligned with specific features of the Smartsheet product family
• Help create an environment of innovation and continual improvement to re-imagine Support delivery outcomes to our customers.
• Drive highly complex cross functional transformational projects across the global support organization 
• Drive a culture of supporting our customers with increased empowerment motions beyond expected ‘break-fix’ and into ‘empowerment’ activities
• Lead and drive execution of the support strategy and improvement initiatives to established timelines and targets
• Emphasize and hold both teams and individuals accountable for achieving customer oriented indicators such as Customer Satisfaction (CSAT) scores, First Response Time (FRT), and Time to Resolution (TTR)
• Recruit and inspire a team of Support professionals globally dispersed across multiple geographies of Americas, Europe, and Asia that collaborates on support cases.
• Interact across the organization and engage with various levels of contributors from support agents to executive roles
• Analyze a variety of data sources to manage and improve KPIs relevant to our team’s mission
• Drive your team to successful resolution of issues that affect both internal and external customer
• Persuade, influence, and motivate people; build a culture of inclusivity while creating delightful customer experiences and relationships 
• promote engagement and development opportunities with a lens of continuous improvement and a growth mindset.
• Collaborate with internal leadership peers to identify operational efficiencies and lead transformation initiatives
• Build a strong relationship with the Product team and provide valuable insights gathered from customer interactions
• Serve as a point of customer escalations and develop positive relationships with key customer contacts
• Have the flexibility in your working hours to team with global customers, and willingness to be "on call" 
• Participate in leadership and customer meetings including up to 25% travel 
• Provide coaching and guidance to help the support organization excel and build a work environment that draws people to the team
• Other job duties as assigned. 

You Have: 

• 12+ years of experience with 
• 8+ years of experience as a people manager, with a successful leadership track record that includes  leading globally dispersed customer-facing teams- experience at high-growth companies or scaling revenue is preferred
• 7+ years technical support-related call center experience or equivalent
• 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