Job Description
Manage internal and partner support teams to provide Enterprise level, post-sales support to Smartsheet customers. Manage a mix of leaders and individual contributors within Technical Support, leveraging operational metrics to successfully deliver support to our customers at scale. Set clear objectives, evaluate progress, coach, train, and instil a high-performance culture with a focus on teamwork, support excellence and ownership for resolving customer issues. Set-up, manage, and improve standards and procedures within the team. Ensure working practices are well defined and operational with minimal disruption, using technology to improve efficiency as appropriate. Manage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goals.
About Smartsheet
Smartsheet has helped people and teams achieve–well, anything for over 20 years with seamless work management to smart, scalable solutions.