Job DescriptionThe 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 Services
Lead the evolution and transformation of our quote-to-revenue operations, providing the framework for the business to achieve essential success metrics
Partner with the operations excellence team to implement ongoing improvements to our quote-to-revenue process and Professional Services Automation (PSA) system - Certinia
Foster process consistency across regions to improve forecasting and reporting accuracy of bookings and revenue
Lead a team of services operations specialists responsible for supporting daily processes
Oversee 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 rate
Partner with the finance team, contributing to annual planning, headcount investment decisions and revenue impact
Partner with PS leadership on forecasting and operations
Customer Success
Define, lead, and track strategic and operational programs to successful completion
Develop and deliver GTM initiatives to improve the effectiveness and efficiency of adoption capabilities for Smartsheet prospects and customer, including:
Customer journey development
Lifecycle management processes and playbooks
Customer Health Scoring
Go-to-market (GTM) and/or adoption campaigns, including collaboration with Marketing, Product / Growth, Data Teams, and GTM Operations
Digital journey development, content creation and curation, and metrics
Processes and playbooks for Solution Architect and Customer Success Manager
Lead a team of two Gainsight system administrators to ensure CS team effectiveness and efficiency as well as Gainsight consultants /TAM when required
Leverage data and analytics to develop, lead, and measure results for CS adoption-related initiatives, programs, and campaigns
You Have:
12+ years combined experience in hi-tech Professional Services and Customer Success operational roles driving strategy & operations
Excellent working knowledge of Customer Relationship Management (CRM) software (Salesforce). Experience building reports, dashboards and extracting data
Working knowledge of Professional Services Automation (PSA) tools (such as FinancialForce/Certinia) and ERP systems such as Netsuite
Working knowledge of Customer Success platforms (such as Gainsight, On24, Marketo)
Experience optimizing processes for SaaS and Services businesses
Hands-on operational skill and initiative in framing operational issues and ensuring action
Excel experience and the ability to conduct analysis of complex data and translate the results into applicable insights and presentations (Pivot Tables, Vlookups)
Experience collaborating with diverse audiences with all levels of an organization, from senior executives to individual contributors
Perks & Benefits:
HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
Stock - 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 LinkedIn Learning 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 range of compensation 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 bonus and RSU stock grant upon accepted offer. California & New York: $189,000 to $245,700 | All other US States: $175,000 to $227,500
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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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!