As a member of the Customer Support Operations team at Smartsheet, you will help design, implement and manage enterprise-wide support processes and programs . We are looking for a strategic thinker , with excellent customer support business insight. In this role you will provide subject matter expertise in business analysis, process design and project management activities. You will be responsible for leading the implementation of the necessary tools, processes , and reporting to ensure the success of our support resources across various skills. The PM works collaboratively and independently to provide project management and business analyst support for continuous improvements in support and enhancing our customer experience , performance, and productivity while managing costs.

The Support Project Manager will help manage our entire portfolio of tools and platform related projects in Global Support. This individual will lead projects, but will also be a strategic voice representing the Support Organization in cross functional projects. This role is responsible for leading the discovery, technical requirements gathering and documenting all key areas of a successful MVP. Partnering with Support Operations leaders and Smartsheet IT, systems Teams, our Support Project Managers (PM) help drive successful program and project implementations by helping IT do identify the right tools and processes for success.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve 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 VP, Global Support Operations located in our Bellevue WA office.

You Will

• Understand, evaluate, and document the Support organization’s current operating model and processes
• Leverage your industry expertise to define a roadmap that ensures that we can effectively evolve our system solutions, tools, and processes to ensure a best-in-class level of operational efficiency
• Use standard project management requirements gathering techniques (use cases analysis, SME interviews, workshops, and so on) to ensure that all perspectives are considered as you craft your initiatives
• Own the end-to-end transformation process (execute on your roadmap) by partnering with IT business partners and PMs; partner with these organizations to define work requirements and establish and execute on appropriate timelines
• Work cross-functionally to ensure that changes are socialized and communicated appropriately—success means that all key stakeholders expect the changes and are ready for them
• Serve as the dedicated liaison between business partners, internal users, and technical teams
• Ensure that as Smartsheet releases new features, the Support team is ready to support them

You Have:

• 5+ years of Business Process Improvement and Project management experience
• Demonstrated experience in establishing current state Customer Support (Technical Support) process models and providing process improvement redesign
• Validated experience in a high-growth, highly scaled SaaS environment
• A demonstrated ability to drive impact and influence across functional teams
• A track record of successful project execution and a solid understanding of standard project management and software product release methodologies (Agile, Scrum, Kanban, Lean)
• A solid foundation in the challenges that customer-facing teams face—Go to Market (GTM), Technical Support, Customer Service, Customer Success, Renewals Process & Operations
• Expert understanding of industry standards for support tools and systems with emphasis on a tiered support model (examples of desired tools and technologies experience include: Salesforce, Coveo, Chat, Community platforms, Call Center Software, Customer Portals, Knowledge Base, IVR, WFM software, Monet, Omnichannel)
• A Bachelor's degree/foreign equivalent in a related discipline or meaningful relevant on the job experience
• Certifications in Salesforce or similar platforms preferred
• Consulting or Six Sigma experience preferred

Perks & Benefits:

• 100% employer-paid medical, dental, and vision coverage for full-time employees
• Equity - Restricted Stock Units (RSUs) Equity with all offers
• 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
• 15 days PTO to start, plus Flexible Sick Leave
• Teleworking options from any registered location in the U.S. (role specific)
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional development including access to Audible for Business and LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

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, and Australia. 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!