Sr. Customer Excellence Product Readiness Manager

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 Sr. Product Readiness Manager you will support Customer Excellence as a subject matter expert in the product area you are assigned. You will help empower our customers to effectively utilize the Smartsheet product suite. This role is a great opportunity to gain deep subject matter expertise on the Smartsheet product suite and associated best practices to ensure customers are getting maximum value out of their investment.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

You will be part of the Customer Excellence team which supports Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services. You will report to our Sr. Manager, CE Product Readiness. This role is open to being 100% remote from anywhere within the United States where Smartsheet is a registered employer.

You Will:

• Serve as the subject matter expert on the Smartsheet suite in the CE organization
• Serve as the primary point of contact and liaison between various teams across Smartsheet to ensure timely execution of product releases and confirm CE readiness
• Provide official recommendations as the voice of the customer on behalf of the CE org to Smartsheet Product & Engineering teams regarding prioritization and timing of product development
• Solicit and refine the feedback of the involved teams for process improvement on readiness evaluation, including potential recommendations on product lifecycle management
• Create processes, programs, and tactics for scalable support for your product area that directly decreases losses and improves the customer experience
• Build and own scalable programs to be used across CE
• Work closely with other CE teams to build, develop, and iterate upon internal documentation and customer-facing assets ensuring accuracy, consistency, and value
• Partner with the enablement team to ensure relevant technical training materials are developed and delivered 
• Partner with our …