As the Supportability Program Manager, you’ll focus on Smartsheet product supportability, efficient team workflows (escalation), and overall Technical Support readiness. You will be the advocate for customers and for the Support Specialists who serve them by ensuring that products are reviewed for supportability before they are released for general availability. You’ll also ensure that, for each release, all levels of the Support organization have what they need to successfully deliver world-class Technical Support experiences. By leveraging data and working across teams—you’ll ensure that Smartsheet strives towards continuous improvement in key Support metrics including: customer satisfaction, time to resolve, escalation effectiveness, and others.
To be successful in this role, you’ll need a solid foundational knowledge of the challenges a SaaS Support organization faces; and, in particular, you must understand what it takes to support a rapidly changing SaaS product. If you are passionate about solving complex issues and are obsessed with driving for customer satisfaction and loyalty in ways that scale, this role could be your next great opportunity.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve 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 Director, Supportability and Self-Service.
You Will:
- Own the specific programs for Support that relate to Supportability, Escalation processes, and Release Readiness
- Partner with internal groups to distill and align voice of customer data into a single set of resolution requests to the product and business groups; communicate top problem areas, issues and risks to the involved product and business groups, stakeholders and partners
- Work closely with the Technical Support delivery leadership and partner teams across multiple sites to identify training opportunities, determine potential ROI, and evaluate the success of support readiness programs and events to promote exceptional customer support.
- Champion data-driven change recommendations to promote reduction in support volumes, reduced case escalation, and other key Support PKIs. Recommendations could include things such as:
- Improved diagnostic capabilities
- New or improved training/mentoring plans
- Top Product Issues driving Support Case volume and top customers
- Reactive (e.g. bug fixes) or proactive /predictive (e.g. auto-healing) product development work
- Design and oversee the engagement framework—escalation processes—with Global Support teams including Tier1, Tier2, Tier3, for their assigned products and applications
- Manage the release readiness process to ensure that, for each release, the Support team has what it needs to successfully deliver world class experiences:
- Develop and/or contribute to weekly, monthly and quarterly business reviews to ensure that partners and stakeholders are informed
You Have:
- 5+ years of experience in technical support, systems administration, or a related field (preferably in SaaS Product or B2B)
- 4+ years of experience in Program or Product Management function
- A solid understanding of the SaaS product development lifecycle
- Experience working in or with a global, tiered Support Organization
- Bachelor's Degree or higher in a technical discipline or equivalent work experience
- Excellent analytical, problem resolution and decision-making skills
- An ability to leverage analytics to develop data-driven insight (with tools such as Tableau, Smartsheet, Excel, Power BI)
- Strong customer focus, excellent communication skills, attention to detail and the ability to work in a fast-paced team environment
- Experience presenting plans and recommendations to people at all levels of an organization
- Useful certifications: PMP, Six Sigma, Agile
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 Incidental Sick Leave
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to encouraging an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status following applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
At Smartsheet, we build an inclusive environment that encourages and supports the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, to set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be creative—join us!