Sr. Director, Customer Outcomes Journey

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.

Smartsheet is seeking a dynamic leader to expand our Value/Outcome Consulting delivery practice as part of the Customer Outcomes Journey group.  In this role you will inspire our Customers and Smartsheet employees alike to think differently about how to manage Dynamic Work and enterprise solutions that empower everyone to drive meaningful change.

This role provides an incredible opportunity to be part of the excitement of a fast-paced growth company and to be a critical player in a broader industry shift in the world of work.  The role will involve leading a world-class professional services team that provides service offerings that encompass disciplines such as Value Engineering, Outcome/Solution Selling, Organizational Adoption, Digital Transformation Strategy and the No-Code movement.You will report to the Vice President, Customer Outcomes Journey.

You will:

Evolve & expand a world-class professional services practice

• Define, build and enhance our offerings, resource job family and customer-facing sales / delivery materials and a world-class online presence
• Shepard the delivery of COJ engagements to successful completion, and continuous improvement through rapid experimentation and iteration
• Recruit and retain a diverse team of specialized skills that encompass: Value Engineering, Solution Selling, Technology Strategy, Application Rationalization & Modernization, enterprise-wide Technology Adoption and No Code/Low Code development

Accelerate the transformation of  Smartsheets’ GTM & customer outcomes lifecycle

• Manage the short-term and long-term P&L of the practice and develop a 3 year strategic vision that creates sustainable ARR bookings growth & COJ attach /utilization
• Anchor, enable and evangelize multiple East-West value initiatives across Marketing, Sales Enablement, Customer Success & Professional Services
• Double the COJ delivery footprint across multiple customers segments (Key, Strategic, Commercial accounts) and negotiate engagement volume/outcome targets with Sales Leadership
• Enhance multiple customer-facing delivery motions such as CXO Value Perspectives, Business Cases, Outcome Discovery Workshops and Value Realization

Lead and support Customers to enterprise-scale adoption of the Smartsheet platform

• Create demand for COJ Workshops that expand customer’s Dynamic Work platform aspirations and increase average deal size by a factor or 3-5X
• Create thought leadership that enables Senior Executives to become evangelists of Dynamic Work, User-Driven Development & No Code Enterprise programs that deliver Innovation & Digital Transformation
• Embed outcome/value-based practices in the customer’s IT/LOB Executive team to change how they run their Smartsheet environments for improved value realization
• Understand and communicate high-level governance and operating models on the Smartsheet platform and integrations with existing technology frameworks and platforms

You have:

• 5+ years leading a professional services/sales practice in a SaaS organization or technology consulting firm
• 10+ years in both pre and post-sales leadership position in Management Consulting, Professional Services; and driving enterprise architecture and operations strategy
• Executive experience managing, developing, and delivering enterprise consulting services
• A strong track record of building and leading high performance teams
• Bachelor’s degree (required); Masters a plus (Business or Technical preferred)Intrinsically curious and passionate about researching current and emerging trends in technology and specific industries
• Excellent understanding of enterprise service management and architectural decision making
• Advanced mastery of multiple solution domains – including Business Management, Enterprise Service Management, Operations Management and Application Development
• Experience in developing and growing C-Level relationships with an ability to communicate complex topics to an audience with various functional knowledge
• Consultative skills including issue diagnosis, unpacking and advising on CXO level challenges
• Presentation skills including public speaking, meeting facilitation and white boarding
• Cross functional program and project management skills.
• Must enjoy working in a highly collaborative, fast-paced environment
• Must be willing to travel