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Manager of Solution Services

| Greater Boston Area

Smartsheet is looking for a proven leader to help build, operate, and scale our Solution Services team in Boston. The right candidate is an experienced manager with a proven ability to create strong implementation programs to drive the customer adoption lifecycle for both large and small organizations, at scale.

As Manager of Solution Services, you will build and oversee a team of Solution Implementation Managers. You will be responsible for the creation and execution of a Smartsheet focused implementation vision to service a wide range of customers. You work closely with leaders across Sales, Professional Services, Product, Support and Marketing to drive the vision and strategy across the organization. This role is responsible for driving successful product usage, customer value, retention and expansion.

This important high visibility role, critical to our ongoing success, is based in Smartsheet’s office in Boston, MA and reports into the Director of Customer Success and Implementation Services. Smartsheet is a high growth SaaS company with thousands of customer organizations and millions of users in 160 countries experiencing substantial value from the use of the innovative Smartsheet platform. Company leadership is comprised of executives with deep experience and demonstrated success in the software industry.

Job responsibilities:

  • Create, manage and grow a team of Solution Implementation Managers
  • Drive the strategy to onboard, enable, and expand usage and revenue with customers
  • Use data to track performance, forecast services delivered, and create customer insight
  • Partner with Sales, Professional Services, Product, Support and Marketing to create a consistent customer journey that drives positive customer onboarding satisfaction, referrals, and account growth
  • Build programs and initiatives to drive continuous improvement and scale

Requirements:

  • Strong leadership, organization, team building and management, communication (verbal, written and presentation), and interpersonal skills
  • Experience working in a fast-paced, high growth software company
  • 3+ years working in a leadership capacity
  • 5+ years of Customer Onboarding/Implementation, Customer Success, or Technical Account Management experience, preferably within Enterprise SaaS
  • Demonstrated ability to manage and grow a Solution Implementation team
  • Outstanding multi-task management skills across a varied set of responsibilities
  • Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
  • Experience and success partnering across departments
  • Willing to travel periodically based on customer and business need
  • Bachelors (BA/BS) degree required
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Technology we use

  • Engineering
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages

Location

We are located in Boston's Leather District near a host of great restaurants and bars, as well as 6 minutes walking distance from South Station.

An Insider's view of Smartsheet

How would you describe the company’s work-life balance?

“Working at Smartsheet, you quickly realize that everyone is Smart and driven. That being said, you also find a culture built on honesty, authenticity and support. The work-life balance is paramount to Smartsheet and teammates are empowered to have a schedule that works for them best. "No one size fits all."

Innocent

Tech Support

What does your typical day look like?

“Working at Smartsheet is challenging, but rewarding. Change happens quickly, innovation is encouraged, and we are constantly improving our product and how we serve our customers.”

Olivia

Senior Product Trainer

What makes someone successful on your team?

“Working at Smartsheet has epitomized what a successful SaaS organization should look like. Every day, I am held to the highest standard by my peers, leadership, and our customers. What I enjoy most in particular about Smartsheet is how the entire team is driven by the same identity: To empower everyone to improve how the work.”

Paul

Solutions Implementation Manager

How do you empower your team to be more creative?

"Our employees have a track record of innovating and problem solving. Too often hiring managers give out high points for the type of logos recruits have on their resume or for their impressive academic background. We take a different approach by focusing on who has the technical chops to get stuff done and make a positive impact for our customer"

Mahesh

Senior Director of Engineering

What’s the vibe like in the office?

“As Senior Software Development Engineer at Smartsheet I am excited to go to work every day. I love collaborating with all my wonderful teammates building amazing products at Smartsheet. I work with a team of talented and driven people, striving to build the best work management and collaboration product on the market.”

Jenny

Senior Software Development Engineer

What are Smartsheet Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Perks & Discounts
Casual Dress
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