Sr. Manager, Service Operations (Remote Eligible - US)

Smartsheet transforms work into dynamic work, unifying collaboration, workflows, and content management into a single flexible, secure, scalable, no-code platform that gives everyone the ability to continuously make an impact- so the enterprise, organizations, teams can compete in a transformed world.

The Revenue Operations team is looking for a strategically driven Senior Manager of Professional Services Operations to support the daily operations of the global professional services business. You will work closely with the Sr. Director of Customer Operations to oversee essential operations processes, revenue management, and manage the reporting/forecasting of important metrics such as bookings and revenue. Partnering with the line-of-business leaders across services, sales, finance, systems, and other supporting functions, you will help guide the strategic direction of our quote-to-revenue process and analytics, and daily operations to support global revenue growth.

You will report to our Senior Director of Customer Operations.

You Will:

• Support the evolution and transformation of our quote-to-revenue operations, providing the framework for the business to achieve essential success metrics
• Lead a team of services operations specialists responsible for supporting daily processes, including month end revenue, invoicing in our PSA and performing SOW Redlines
• Partner with the operations excellence team to implement ongoing improvements to our quote-to-revenue process and Professional Services Automation (PSA) system
• Establish and oversee business process standards that help our services delivery teams engage with customers
• Actively identify operational issues and design solutions to make business flow better for the PS delivery and sales teams
• Partner with the presales and sales teams to support services scoping, estimation, and statement of work (SOW) development, driving accurate quoting and healthy services attach throughout the deal cycle
• Establish scoping standards and SOW generation processes that improve quote velocity and consistency across the global services sales motion
• Assess deployment risks, anticipate challenges, and provide escalation management when necessary

• Collaborate with key stakeholders and operation partners to develop ongoing reporting of resource capacity, billable utilization, and providing insights and strategies to support forecasted demand.
• Become a trusted and proactive partner across many different teams within Smartsheet

You Have:

• 7+ years of experience working in finance or operations roles within SaaS organizations
• Experience in implementations and enhancement projects
• Excellent working knowledge of PSA (Professional Services Automation) tools and ERP systems such as NetSuite.
• Knowledge of how professional services organizations work, best practices and how to optimize processes.
• Hands on operational skill and experience collaborating with IT/Systems teams to push through system changes
• A highly developed ability to investigate, articulate, and translate complex topics into simple ones
• Comfortable working in fast-paced, high-growth environments and be able to help facilitate change
• Curious, independent and proactive, with the ability to delegate as needed