• You structure, analyze and document requirements for strategic technology initiatives within the operations domain • You plan and manage cross-functional projects and ensure their successful delivery • You monitor project progress, identify risks early and derive appropriate mitigation measures • You prepare management updates, decision papers and steering committee materials for senior leadership • You coordinate collaboration between different teams and ensure transparency, alignment and clear responsibilities • You support Tech Product Leadership with strategic questions, analyses and operational prioritization • You manage external IT service providers, establish efficient provider management processes and support contract negotiations through to successful completion

Role Description Easyship is looking for a Sales Manager (Player/Coach) to lead a team of enterprise Account Executives. This role involves: - Leading, coaching, and developing a team of enterprise Account Executives, owning their ramp, performance, and career growth. - Driving the team to hit and exceed pipeline and revenue targets on large, complex, multi-stakeholder deals. - Refining and enforcing the enterprise GTM playbook — qualification, deal strategy, MEDDIC (or equivalent), messaging, and negotiation — to improve win rates and deal sizes. - Coaching reps through complex sales cycles, navigating procurement, legal, and C-level stakeholders to close. - Running disciplined pipeline reviews, accurate forecasting, and clear reporting on team performance to leadership. - Partnering with marketing, RevOps, sales engineering, and sales leadership to optimize pipeline, territory design, and the overall funnel. - Using data to diagnose performance gaps, coach to specific behaviors, and continuously improve team productivity. - Hiring, onboarding, and scaling the enterprise sales team as Easyship grows. - Staying informed about market dynamics and competitor activity to help Easyship maintain a competitive edge. Qualifications - 6+ years of B2B sales experience, including 3+ years managing an enterprise sales team, preferably in SaaS or logistics. - Track record of consistently hitting team quota and developing AEs into top performers on complex, high-value deals. - Understanding and experience with eCommerce shipping, warehousing, and fulfillment logistics. - Experience building and refining a repeatable enterprise GTM sales process in a metrics-driven environment. - A "Data-First" approach and strong analytical and forecasting skills. - Experience in managing a global team. - Skilled in coaching, influencing, and collaborating with distributed global teams. - Excellent organizational, verbal, and written communication skills. - Resourcefulness, resilience, and self-motivation, thriving in ambiguity within a fast-paced, entrepreneurial environment with high expectations. Requirements - Ownership: Take responsibility for outcomes, not just tasks. - Collaboration: Share context and move forward together. - Resilience: Adapt quickly and keep momentum. - Integrity: Operate with honesty and transparency. - Diversity: Value different perspectives. - Initiative: Take action and learn by doing. - Growth mindset: Seek feedback and continuously improve. Benefits - Competitive compensation with equity options. - Comprehensive health insurance. - Gym & wellness reimbursement. - Work from anywhere for up to 4 weeks per year. - Generous vacation policy, duvet days, and mental health days.

• Analyze, structure, and document requirements for strategic technology initiatives within the Operations domain • Plan and manage cross-functional projects and ensure their successful execution across multiple teams and stakeholders • Monitor project progress, identify risks early, and proactively drive mitigation actions • Prepare management updates, steering committee materials, and decision-making proposals for senior leadership • Coordinate communication between teams and ensure alignment on objectives, timelines, and deliverables • Support Tech Product Leadership with strategic initiatives, analyses, and operational priorities • Manage external IT providers, establish best-practice provider management processes, and support contract negotiations through to completion

Role Description As a Senior Manager, Technical Support you will be directly responsible for managing and mentoring multiple teams of globally distributed professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets. Responsibilities include coaching and developing individuals within the team in their roles as product experts and participating in improvement efforts across Support. The successful candidate will be experienced (6+ years) in leading and developing a Support team within a Software as a Service environment. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. You will report to a Sr Support Manager within the Global Support team. Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around: - 70% People management, career development & coaching - 30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your team, owning and driving towards meeting KPIs/SLAs You Will: - Manage & lead multiple teams of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. - Set clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues. - Own and drive performance and customer outcomes through the delivery of SLAs and KPIs. - Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences. - Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies. - Execute to meet targets of strategic goals set by Support Leadership. - Perform regular case reviews and quality assessments of your team. - Actively engage in the release readiness process and assist with evaluating new features and changes. - Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities. - Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted. - Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps. - Promote continuous improvements through recognition and feedback within the team. - Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration. - Other duties as assigned. Qualifications - 6+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors. - 3+ years experience working in a technical support or customer service environment, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving. - Experience with frontline management and working with or leading global teams preferred. - Experience in coaching, mentoring, managing, and evaluating performance of individual contributors. - Excellent end-user interaction and strong written and verbal communication skills. - Leadership skills and proven track record as a resource for other team managers. - Demonstrated ability to work independently and take ownership of issues or challenges. - Ability and desire to learn and develop new skills quickly and grow along with a leading global software product. Benefits - At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. - You’ll have the freedom to explore, push boundaries, and grow beyond your role. - We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. - When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Equal Opportunity Employer Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.