CASY-MSCCN Jobs

Smartsheet is a tech company with a human story to tell. We're here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We're revolutionaries - so for us changing the way the world works is all in a day's work. As a Critical Situations, Sr. Program Manager you will support the Customer Excellence (CE) Organization by building the programs that support the Critical Situations team process and customers. The Customer Excellence teams include Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services. The ideal candidate has experience maintaining business programs, is detail oriented, and data fluent. The Customer Excellence teams include Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services. You will report to our Manager, Critical Situations in the Global Shared Services organization within World Wide Field Operations. You Will: Build new programs and business processes that are the engine for the new Critical Situations team that leverage tools such as Salesforce, Gainsight, Smartsheet, Google Suite and Tableau Owns processes that drive standardization and efficiency that ensure flawless execution of the escalation resolution process, with clear communication that drives very high internal/external customer satisfaction levels Drive standardization and efficiency through operational rigor across Release Management, Production Support, Product Marketing, and Program Management Identifies and Manages creative ways to solve complex and ambiguous challenges by partnering with supporting teams to proactively identify technical, procedural, legal, logistical, and communication challenges and find creative solutions to resolve issues and mitigate risks Own and deliver senior leader resources and communications to stay informed of Critical Situation customers and know where their support is needed Partners closely with Product and Engineering to provide feedback on where our biggest customers see opportunity for improvement to increase customer satisfaction Own Programs across a complex, cross-functional organization with accountability for driving multiple programs from initial conception, through design and development, to delivery Create and update Critical Situation playbooks to develop scalable strategies to mitigate customer challenges Execute the documentation of processes and support iteration as processes evolve Ensure Critical Situations Escalations Managers have the tools and resources they need to effectively support customers and creates them if they don't Maintain visibility of key business metrics for line of business leadership and leverages the data to implement necessary changes Collaborate with the Product Readiness team to support the lines of business' strategy and day to day operations Takes on new projects with senior leadership visibility as necessary You Have: 7+ years of experience maintaining a program that includes changes to process, people and technology 3+ years of experience working with data sets Experience with Smartsheet, Kibana, Snowflake, Tableau, Sparkpost, and Google Suite optional but highly desired Familiarity with project management principles and methodologies Motivated by an entrepreneurial mindset and comfortable with ambiguity Strong Command of English language both oral and written (B2 and above) Bachelor's degree preferred Perks & Benefits: HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees Equity - 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 stipe