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Job Description
Smartsheet is seeking a Services Operations Specialist to join their Services Operations team. This role supports the operational efficiency and effectiveness of the services business by working with departmental leaders and stakeholders. The Services Operations Specialist will support internal systems and logistical operations, as well as internal business processes required to build and operate a scalable services business. They will also help coordinate and communicate with other departments to ensure the delivery of customer projects.
The role involves:
- Driving tactical daily operations by providing excellent customer services to internal and external customers
- Partnering with sales teams to review statement of work contracts (SOW) to finalize sales transactions
- Coordinating with Finance to process monthly services billings, and respond to inquiries related to project invoicing
- Working with other departments including sales, services, finance, legal, resourcing and support teams to finalize sales transactions
- Improving the operational systems and tracking infrastructure by identifying areas for improvement of internal processes, including the Professional Services Automation (PSA) System
- Maintaining prioritization of operational projects and resources
- Initial manual project creating for services engagements in order to allow delivery teams to kickoff the project and begin delivering hours to ensure project delivery is compliant with contractual terms
- Supporting delivery teams, operations excellence, and management with troubleshooting project issues, as needed
- Creating and maintaining clear, concise and accurate SOPs and process documentation
Requirements:
- 3+ years experience in an operations or administrative role
- Knowledge of professional services organization a plus
- Experience driving projects from concept through completion
- Proactive mindset with a demonstrated ability to take initiative
- Hands-on working experience with SaaS applications
- Open to learning new technology, applications, and solutions
Smartsheet offers:
- Fully paid Health & Life insurance for full-time employees and family members
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- Monthly stipend to support your work and productivity
- 12 days paid Vacation + Flexible Time Away Program
- 20 weeks fully paid Maternity Leave
- 12 weeks fully paid Paternity/Adoption Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks including a counseling membership and your own personal Smartsheet account
- Teleworking options from any registered location in Costa Rica
