Sr. Customer Excellence Product Readiness Manager
1 month ago
Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries – so for us changing the way the world works is all in a day's work.
As a Sr. Product Readiness Manager you will support Customer Excellence as a subject matter expert in the product area you are assigned. You will help empower our customers to effectively utilize the Smartsheet product suite. This role is a great opportunity to gain deep subject matter expertise on the Smartsheet product suite and associated best practices to ensure customers are getting maximum value out of their investment.
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.
You will be part of the Customer Excellence team which supports Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services. You will report to our Sr. Manager, CE Product Readiness. This role is open to being 100% remote from anywhere within the United States where Smartsheet is a registered employer.
You Will:
- Serve as the subject matter expert on the Smartsheet suite in the CE organization
- Serve as the primary point of contact and liaison between various teams across Smartsheet to ensure timely execution of product releases and confirm CE readiness
- Provide official recommendations as the voice of the customer on behalf of the CE org to Smartsheet Product & Engineering teams regarding prioritization and timing of product development
- Solicit and refine the feedback of the involved teams for process improvement on readiness evaluation, including potential recommendations on product lifecycle management
- Create processes, programs, and tactics for scalable support for your product area that directly decreases losses and improves the customer experience
- Build and own scalable programs to be used across CE
- Work closely with other CE teams to build, develop, and iterate upon internal documentation and customer-facing assets ensuring accuracy, consistency, and value
- Partner with the enablement team to ensure relevant technical training materials are developed and delivered
- Partner with our largest customers to ensure they are maximizing their investment
- Organize and run stakeholder meetings
- Confirm necessary resources are in place for upcoming meetings and launches
- In the case that issues arise, be the primary interface to manage and resolve critical situations
- Accomplish other tasks as assigned
You Have:
- 4+ years of experience working with the Smartsheet Platform including a strong understanding of resource management tools
- 5+ years of experience developing and/or running a program that includes changes to process, people and technology
- Experience communicating and presenting to a variety of audiences from customers to internal partners to executives
- Experience analyzing complex problems, developing recommended solutions, and/or managing risk
- Ability to manage and facilitate meetings to develop plans and achieve intended outcomes
- Ability to influence and/or drive consensus among cross-functional teams
- Motivated by an entrepreneurial mindset and comfortable with ambiguity
- Perform other duties as assigned
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) for eligible roles
- 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
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to Udemy online courses
- Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer.
California & New York: $124,200 to $178,200 | All other US States: $115,000 to $165,000
Get to Know Us:
At Smartsheet, we've created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. 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 empower everyone, everywhere to change the way the world works—join us
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, Japan, 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.
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