Sr. Manager, Service Operations

About the role

Smartsheet is uniting human teams with AI agents to orchestrate work, automate manual tasks, and uncover insights at scale. The Revenue Operations team seeks 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 key metrics such as bookings and revenue. Partnering with 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.

Responsibilities

• 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 improve business flow 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 provide insights and strategies to support forecasted demand
• Become a trusted and proactive partner across many different teams within Smartsheet

Requirements

• 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

Benefits

• Employer-subsidized medical, vision, and dental coverage for full-time employees
• 401k Match (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Sick Time Off
• 12 paid holidays per year for US employees
• Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role-specific)

Pay

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas. Actual compensation is determined by several factors including, but not limited to, level of professional and educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market-competitive incentive opportunity.

US Base Salary Pay Range: $135,000 - $172,500 USD