Manager, Solution Services (Remote elegible - Costa Rica)

Smartsheet•San Jose, CA

2d•Remote

About The Position

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. As the Manager of Solution Services, you will lead a team of Implementation Specialists, overseeing the delivery of packaged services and managing related processes. You will also be responsible for coaching and developing your team professionally. In this role, you will collaborate with senior leadership on regional business operations and contribute to business growth through process improvement and evolving service offerings, including supporting related marketing initiatives. As part of the leadership team, you will be accountable for achieving financial and operational goals while developing and expanding your delivery team. This position calls for a leader skilled in technology implementation, process development, people management, and business growth. The ability to translate strategic vision into effective operational execution is essential. This role report to a Sr. Manager, Solution Services based in the US. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

Requirements

A bachelor’s degree or equivalent combination of relevant work experience and education (minimum 7 years)
3+ years of progressive leadership experience in software services and/or professional services (preferably with SaaS experience)
A passion for leading and developing high-performance teams
Excellent communication skills (verbal, written, and presentation)
Exceptional customer management skills and the ability to work with customers in both pre- and post-sales capacities
Work experience in technology implementation and related project management
Strong business acumen, problem-solving, and interpersonal skills
The ability to travel when necessary, to meet with customers or for internal meetings

Responsibilities

Be accountable for the team attainment of utilization and revenue in relation to department goals
Be responsible for the oversight of delivery teams assigned to customer engagements
Be accountable for delivery quality and customer satisfaction
Act as a primary customer escalation point and help to resolve delivery issues
Partner with resource schedulers to ensure appropriate project staffing
Apply and help evolve operational metrics and gather supporting data to maximize team performance
Identify, manage, and coordinate initiatives to support process improvements
Contribute to the development of professional services offerings and delivery methodologies
Own and maintain the refinement of processes, related tools, and documentation
Collaborate and partner with Sales in the positioning of Professional Services
Collaborate and partner with peer leaders across Customer Excellence in support of shared goals
Develop a strong understanding of the Smartsheet platform and remain current on related features
Perform other duties as assigned
Developing and mentoring the delivery team, including overseeing any new employee onboarding
Conducting performance evaluations of your team
Forecasting, resource allocation, and alignment to reach department goals

Benefits

Fully paid Health & Life insurance for full-time employees and family members
Equity - Restricted Stock Units (RSUs) for eligible roles
Monthly stipend to support your work and productivity
Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
12 days paid Vacation + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks including a counseling membership and your own personal Smartsheet account
Teleworking options from any registered location in Costa Rica (role specific)