Lead and grow a high-performing team of Implementation Specialists responsible for delivering structured services to customers. In this remote role based in Costa Rica, you'll ensure consistent delivery quality, customer satisfaction, and team utilization aligned with departmental goals.
Key Responsibilities
- Supervise customer engagement delivery, ensuring appropriate staffing and timely resolution of escalations
- Drive team performance through coaching, performance evaluations, and onboarding support
- Collaborate with resource scheduling and sales teams to align capacity with demand
- Refine operational processes, metrics, and documentation to improve efficiency and scalability
- Contribute to the design and evolution of professional service offerings and methodologies
- Maintain up-to-date expertise in the Smartsheet platform and related capabilities
- Forecast resource needs and support strategic alignment across Customer Excellence teams
Qualifications
- Bachelor’s degree or equivalent experience (minimum 7 years)
- At least 3 years in leadership roles within software or professional services, preferably SaaS
- Proven ability to manage customer relationships across pre- and post-sales stages
- Strong communication, problem-solving, and interpersonal skills
- Experience in technology implementation and project management
- Willingness to travel when required
Work Environment & Benefits
Work remotely from anywhere in Costa Rica with flexibility and support. Benefits include fully paid health and life insurance for employees and families, paid time off, generous parental leave, volunteer time, and professional development opportunities via Udemy. Eligible roles include equity in the form of Restricted Stock Units and a monthly productivity stipend. Access to counseling services, personal Smartsheet accounts, and employee-driven associations with partnerships across education and wellness sectors.
Our Culture
We value diverse perspectives and nontraditional paths. Individuals thrive here by challenging assumptions, exploring new ideas, and contributing meaningfully. Work is designed to stretch your abilities, inspire engagement, and connect to broader objectives. Everyone has the freedom to grow beyond their current role.
Equal Opportunity Employer
We are committed to building an inclusive workplace. All qualified applicants receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or genetic information. This policy applies to all terms and conditions of employment across our global locations.
