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Smartsheet Inc. Hypercare Manager in Clyde Hill, Washington

As Hypercare Manager you will lead and manage resolution of our most strategic accounts through challenging periods of their Smartsheet journey. These challenges could be due to user adoption, product issues, support experience, communication, and/or customer service concerns. This role brings strategy, structure, and executive engagement to marshall company wide resources to assist customers placed in Hypercare across our three global regions. The Global Hypercare program will ensure a high level of customer satisfaction, retention and expansion resulting in both resolution of each customer's challenges to a healthy state and of continuous improvement and institutional learning from each customer engagement to prevent recurrences across our install base. Not only will you be on the front line with many of Smartsheet's largest customer relationships, but also those struggling with ambitious innovative solution plans intended to lead our install base forward. Your work will be global and highly cross-functional in nature. You will problem-solve alongside leaders in other teams such as Product, Support, Sales, and Finance, to drive resolution and elevate the customer experience.You will report to our Head of Hypercare in our Worldwide Field Operations team and the role is fully remote eligible.You Will:Develop nomination, entry and exit criteria for accounts such that Hypercare is a time bound need, restoring confidence and success within accounts to be promoted out of the programLead support triage to identify and clearly articulate the customer situation and provide a rapid response with the recommended next steps, internal communication, and needed short-term team membersIdentify process gaps and themes with product and engineering to drive change and ensure timely customer communicationPersuade, influence, and motivate people; build a culture of creating delightful customer experiences and relationshipsLead resolution of the identified issue and partner with internal relationship owners to communicate directly with customersEngage with and lead internal communications with Engineering while accounts are in Hypercare to ensure internal and external customers are receiving status updatesLead Executive communications with customers as necessary during HypercareInfluence roadmap prioritization with Product and Engineering to resolve customer challengesHave the flexibility in your working hours to team with global customers, and willingness to be "on call" for your Hypercare accountsParticipate in customer meetings including up to 25% travelPerform other duties as assignedYou Have:7+ years of experience managing globally diverse, large, and cross-functional initiativesImplemented SaaS technology in large enterprise settings as a leader of customer or services teamsUnderstanding of SaaS organizational and operational constructs including Product, engineering, support, success, sales, services Ability to quickly establish trust and to influence others, both internally and externallyAbility to handle conflict and drive agreement on decisions for which conflicting opinions and input existStrong data-driven decision making skills, and process oriented mindsetKnowledge of Lean, Six Sigma, and continuous improvement approachesAbility to identify risks and dependencies and put in place plans to mitigate themAdaptability, flexibility and the conviction to "do the right thing" by keeping a customer centric mentality at all timesAbility to deal with ambiguity, utilize robust problem solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels Exceptional business acumen and world-class presentation and customer interaction skills that have been acquired through deep technical knowledge and well-developed process managementGoal orientatio

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