Senior Director, Customer Operations
1 month ago
Smartsheet Inc.
Senior Director, Customer Operations
Clyde Hill ,
Washington
Apply Now
The Revenue Operations team is looking for a strategically driven Senior Director of Customer Operations to lead operations for the global Professional Services (PS) and Customer Success (CS) teams. For the Professional Services team, you will oversee essential operations processes, the PS quoting team, revenue management, and important metrics such as bookings and revenue. For the Customer Success team, you will oversee the operations strategy, systems (Gainsight), tools and metrics to improve customer engagement and reduce negative impact to subscription revenue. Partnering with the leaders across Customer Success, Services, Sales, Finance, Field Systems, and other supporting functions, you will guide the strategic direction of our PS quote-to-revenue process and CS customer engagement process.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 report to our SVP of Revenue Operations located in our Bellevue office.You Will:Professional ServicesLead the evolution and transformation of our quote-to-revenue operations, providing the framework for the business to achieve essential success metricsPartner with the operations excellence team to implement ongoing improvements to our quote-to-revenue process and Professional Services Automation (PSA) system - CertiniaFoster process consistency across regions to improve forecasting and reporting accuracy of bookings and revenueLead a team of services operations specialists responsible for supporting daily processesOversee all aspects of services revenue and forecast management including weekly, monthly, and quarterly reporting on forecast and performance against essential metrics such as bookings, billings, revenue, utilization, margin, and attach ratePartner with the finance team, contributing to annual planning, headcount investment decisions and revenue impactPartner with PS leadership on forecasting and operationsCustomer SuccessDefine, lead, and track strategic and operational programs to successful completionDevelop and deliver GTM initiatives to improve the effectiveness and efficiency of adoption capabilities for Smartsheet prospects and customer, including:Customer journey developmentLifecycle management processes and playbooksCustomer Health ScoringGo-to-market (GTM) and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and GTM OperationsDigital journey development, content creation and curation, and metricsProcesses and playbooks for Solution Architect and Customer Success ManagerLead a team of two Gainsight system administrators to ensure CS team effectiveness and efficiency as well as Gainsight consultants /TAM when requiredLeverage data and analytics to develop, lead, and measure results for CS adoption-related initiatives, programs, and campaignsYou Have:12+ years combined experience in hi-tech Professional Services and Customer Success operational roles driving strategy & operationsExcellent working knowledge of Customer Relationship Management (CRM) software (Salesforce). Experience building reports, dashboards and extracting dataWorking knowledge of Professional Services Automation (PSA) tools (such as FinancialForce/Certinia) and ERP systems such as NetsuiteWorking knowledge of Customer Success platforms (such as Gainsight, On24, Marketo)Experience optimizing processes for SaaS and Services businessesHands-on operational skill and initiative in framing operational issues and ensuring actionExcel experience and the
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