Manager, Solution Services

As a Manager, Solution Services, you will oversee a team of Solution Implementation Managers, be responsible for the oversight of packaged services delivery and related processes, and the coaching and professional development of your team. In addition, you will work with senior leadership in the management of regional business operations, as well as have the opportunity to contribute to the growth of the business in areas such as process development, and in helping to evolve offerings and related marketing efforts.

As a member of the leadership team, the Manager will be accountable for meeting financial and operational targets and for the development of their delivery team. This role requires a leader with a unique blend of proficiencies in  technology implementation, process development, people management, and business development. Translating strategy and vision into operational execution is a key skill.

You will:

• Be accountable for the team attainment of utilization and revenue in relation to department goals 
• Be responsible for the oversight of delivery teams assigned to customer engagements
• Be accountable for delivery quality and customer satisfaction
• Act as a primary customer escalation point and help to resolve delivery issues
• Partner with resource schedulers to ensure appropriate project staffing
• Apply and help evolve operational metrics and gather supporting data to maximize team performance
• Identify, manage, and coordinate initiatives to support process improvements
• Contribute to the development of professional services offerings and delivery methodologies
• Own and maintain the refinement of  processes, related tools, and documentation
• Collaborate and partner with Sales in the positioning of Professional Services 
• Collaborate and partner with peer leaders across Customer Excellence in support of shared goals  
• Develop a strong understanding of the Smartsheet platform and remain current on related features
• Perform other duties as assigned 

Supervisory Responsibilities:

• Developing and mentoring the delivery team,  including overseeing any new employee onboarding
• Conducting performance evaluations of your team
• Forecasting, resource allocation, and alignment to reach department goals  

You have: 

• A bachelor’s degree or equivalent combination of relevant work experience and education (minimum 7 years)
• 3+ years of progressive leadership experience in software services and/or professional services (preferably with SaaS experience)
• A passion for leading and developing high-performance teams
• Excellent communication skills (verbal, written, and presentation)
• Exceptional customer management skills and the ability to work with customers in both pre- and post-sales capacities
• Work experience in technology implementation and related project management
• Strong business acumen, problem-solving, and interpersonal skills
• The ability to travel when necessary, to meet with customers or for internal meetings

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members.
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• Monthly stipend to support your work and productivity
• Equity - Restricted Stock Units (RSUs) for eligible roles
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption 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 and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Costa Rica, and Germany. 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 strive to build an inclusive environment that encourages, supports, and celebrates 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, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us!

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Department

Solution Services

Job Location

San Jose, CR