Manager, Solution Services (Remote elegible - Costa Rica)

<div class="content-intro"><p>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.</p></div><p>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.</p> <p>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.</p> <p>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. </p> <p><strong>You will:</strong></p> <ul> <li>Be accountable for the team attainment of utilization and revenue in relation to department goals </li> <li>Be responsible for the oversight of delivery teams assigned to customer engagements</li> <li>Be accountable for delivery quality and customer satisfaction</li> <li>Act as a primary customer escalation point and help to resolve delivery issues</li> <li>Partner with resource schedulers to ensure appropriate project staffing</li> <li>Apply and help evolve operational metrics and gather supporting data to maximize team performance</li> <li>Identify, manage, and coordinate initiatives to support process improvements</li> <li>Contribute to the development of professional services offerings and delivery methodologies</li> <li>Own and maintain the refinement of processes, related tools, and documentation</li> <li>Collaborate and partner with Sales in the positioning of Professional Services </li> <li>Collaborate and partner with peer leaders across Customer Excellence in support of shared goals </li> <li>Develop a strong understanding of the Smartsheet platform and remain current on related features</li> <li>Perform other duties as assigned<strong> </strong></li> </ul> <p><strong>Supervisory Responsibilities:</strong></p> <ul> <li>Developing and mentoring the delivery team, including overseeing any new employee onboarding</li> <li>Conducting performance evaluations of your team</li> <li>Forecasting, resource allocation, and alignment to reach department goals <strong> </strong></li> </ul> <p><strong>You have: </strong></p> <ul> <li>A bachelor’s degree or equivalent combination of relevant work experience and education (minimum 7 years)</li> <li>3+ years of progressive leadership experience in software services and/or professional services (preferably with SaaS experience)</li> <li>A passion for leading and developing high-performance teams</li> <li>Excellent communication skills (verbal, written, and presentation)</li> <li>Exceptional customer management skills and the ability to work with customers in both pre- and post-sales capacities</li> <li>Work experience in technology implementation and related project management</li> <li>Strong business acumen, problem-solving, and interpersonal skills</li> <li>The ability to travel when necessary, to meet with customers or for internal meetings</li> </ul> <p><stro ... (truncated, view full listing at source)