Manager, Technical Support - APJ (GL7) 

at Smartsheet 

Sydney, AU

Smartsheet is seeking a Manager, Technical Support to join the global support team, based out of New South Wales. We are seeking a highly motivated, proactive individual with demonstrated leadership skills interested in enhancing those skills further. You will have a history of leading and mentoring a team of Support Specialists in providing exceptional customer support within a Software as a Service environment . This also includes coordinating the day-to-day operations of your team, assisting in the queue and with escalations, and working with Support managers to ensure your team is hitting its goals. The Manager, Technical Support will have direct reports based in Sydney.

This role will report to our Senior Manager, Global Support Escalations based out of our Bellevue, WA office as well as a dotted line locally to the Manager, Customer Success. 

With a commitment to investing in the APAC region to better serve new and existing customers in Australia, New Zealand, Japan and the greater Asia-Pacific geography, Smartsheet opened up its third international office in Sydney in January 2020. This is an opportunity to be a part of Smartsheet at this exciting time, working with an outstanding team to build and expand the Smartsheet brand across an established market.

You Will:

• Manage a support team to provide Enterprise level, post-sales support to Smartsheet customers
• Manage a mix of individuals across all three tiers of Technical Support, leveraging operational metrics such as CSAT scores, closed loop processes, knowledge management, etc to successfully deliver support to our customers at scale
• Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issues
• Set-up, manage, and improve standards and procedures within the team
• Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
• Manage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goals
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
• Review daily priorities and take appropriate action to ensure results are achieved
• Remain aware of new product developments in the area of SaaS technology providing input and tactical direction to the business on customer support and support challenges
• Identify and assist in the investigation of customer issues and complex technical issues
• Advocate for customers and define ways to continually add value to the customer experience
• Prepare and deliver performance reviews on defined business rhythm for your team
• Deliver on team goals in line with overall Support goals and Smartsheet objectives
• Effectively collaborate with peer managers, internal stakeholders and partners, and shared services teams
• Must be available to travel for various company & team needs
• Perform other duties as assigned.
  
  

Estimated Breakdown

• 10% case management (as needed for service level requirements and customer escalations)
• 75% defining coaching plan for team members and coaching for improved behaviors
• 15% Support improvement and cross-team (within support) initiatives

You Have:

• 3-5 years of experience in a customer service/Technical support setting, with a preference for operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving
• 1-3 years of experiencing in mentoring, managing, or providing feedback to individual contributors
• Possess an Executive presence and are comfortable briefing internal and external C-level executives on technical and matters
• Excellent end-user interaction and strong written and verbal communication skills
• Ability to present initiatives internally and across the wider business community
• Leadership skills and proven track record as a resource for other team members
• Demonstrated ability to work independently and take ownership of issues or challenges
• Willingness and ability to learn and develop new skills quickly
• Demonstrated ability to manage effectively in an agile support environment
• Work effectively with internal enablement teams such as Training, Quality, and Workforce Management

About Smartsheet

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!