Sr. Critical Situations Escalation Manager

About the position

As a Sr. Critical Situations Escalation Manager at Smartsheet, you will lead the resolution of challenges faced by our most strategic accounts during critical periods of their journey with our platform. This role involves collaborating with various teams to ensure customer satisfaction, retention, and expansion while addressing issues related to user adoption, product functionality, and overall customer experience. You will engage with executive leadership and drive cross-functional efforts to resolve complex customer situations, ensuring a high level of service and continuous improvement across the organization.

Responsibilities

• Own the resolution of identified issues for complex and valuable customers by partnering with internal relationship owners.
• Lead support triage to identify and articulate customer situations and provide rapid responses with recommended next steps.
• Clearly define roles and responsibilities with internal and external teams.
• Identify process gaps and themes with product, engineering, and other teams to drive change and ensure timely customer communication.
• Persuade, influence, and motivate people to create delightful customer experiences and relationships.
• Engage with and lead external customer communications during Critical Situations to ensure customers receive status updates.
• Lead executive communications with customers as necessary during Critical Situations.
• Ensure team members across Go-To-Market are following and leveraging the correct escalation paths.
• Influence roadmap prioritization with Product and Engineering to resolve customer challenges.
• Demonstrate an expert-level understanding of the company's products and services to address complex challenges.
• Advise and mentor Critical Situations Escalation Managers on effective strategies for supporting customers in critical situations.
• Participate in customer meetings, including up to 25% travel.
• Perform other duties as assigned.

Requirements

• 7+ years of experience managing globally diverse, large, and cross-functional initiatives.
• 5+ years of experience working with the Smartsheet Platform.

Nice-to-haves

• Experience in customer service or support roles.
• Strong problem-solving skills and ability to work under pressure.
• Excellent communication and interpersonal skills.

Benefits

• Fully remote eligible position.
• Opportunity to work with global teams.
• Engagement with executive leadership.