Services Operations Specialist, Costa Rica

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

As a Services Operations Specialist, you will work as part of the Services Operations team and work with departmental leaders and stakeholders to support the operational efficiency and effectiveness of the services business. As a service operations specialist you will support the internal systems and logistical operations, as well as the internal business processes required to build and operate a scalable services business. You will also help coordinate and communicate with other departments to ensure delivery of customer projects.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better outcomes.

In this role you will report to our Sr. Manager of Service Operations in the US. 

You Will:

• Drive tactical daily operations by providing excellent customer services to internal and external customers
• Partner with sales teams to review statement of work  contracts (SOW) to finalize sales transactions
• Coordinate with Finance to process monthly services billings, and respond to inquiries related to project invoicing
• Work with other departments including sales, services, finance ,legal, resourcing and support teams to finalize sales transactions
• Improve the operational systems and tracking infrastructure by identifying areas for improvement of internal processes, including the Professional Services Automation (PSA) System
• Maintain 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
• Support delivery teams, operations excellence, and management with troubleshooting project issues, as needed
• Create and maintain clear, concise and accurate SOPs and process documentation

You Have:

• 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

Perks & Benefits:

• 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 (role specific)

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

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, and Bulgaria. 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.

#LI-Remote