Manager, Solution Services - Smartsheet

As a Manager, Solution Services, you will build and oversee a team of Solution Implementation Managers and be responsible for the operational and financial aspects of packaged service delivery. In addition to managing regional business operations, you will have responsibility for the evolution of the Services Catalog in line with the updated product offerings as well as changing customer needs, continuous improvement of our operational processes, work qualities, and coaching and leading future leaders of the organization.

The Manager shall be accountable to the business for meeting financial/operational goals, hiring to plan, and developing the resources.  This person shall also be responsible for translating the overall Solution Services vision into operational execution plans.  

This role requires a leader with a unique blend of proficiency in technology-based solutions, business leadership, people management skills, business development acumen, and communication skills. This important high visibility role, critical to our ongoing success, reports to the Senior Manager of Solution Services.

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 while acting as the first level for resolving customer escalations
• Apply and help devise operational metrics and gather supporting data to maximize team performance
• Identify, manage, and coordinate initiatives to support process improvement in relation to delivery and delivery methodology
• Contribute to the development of delivery methodology and professional services offerings
• Own and maintain the refinement of processes and delivery tools to support the department
• Drive organizational growth through project ownership of Professional Services’ initiatives aligned to organization and Company strategy, industry objectives and key results
• Develop,  standardize, and maintain documentation and resources related to customer delivery and associated internal processes 
• Collaborate and partner with peer leaders across Professional Services and Customer Excellence on initiatives in support of Department and Organizational goals.  
• Partner with the Resource Management team to ensure team workloads are balanced and skills and interests are matched to project opportunities
• Remain current on Smartsheet product and related tools and contribute to the progress of Smartsheet’s success by aggregating and providing product feedback and related learnings
• Perform other duties as assigned

Supervisory Responsibilities:

• Interview, hire, develop, mentor, and supervise delivery resources including overseeing new employee onboarding
• Responsible for performance evaluations of your team
• Responsible for team forecasting, allocation, and alignment to reach department goals 
• Support professional development and continuous learning for delivery resources

You have: 

• Bachelor’s degree or equivalent combination of relevant work experience and education (minimum 7 years)
• 3+ years of progressive leadership in software services, and/or professional services preferably in a SaaS environment
• Passion for leading and managing in a high-velocity, high-growth environment
• 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 designing, selling, and delivering solutions in a SaaS Professional Services environment, preferably with team lead/people management responsibilities
• Experience building & leading high performing teams
• Strong business acumen, problem-solving, and interpersonal skills
• The ability to travel when necessary to meet with current and future customers