Eric C. Email & Phone Number

Scotland, United Kingdom

Execute and manage the Partner EMEA Enablement program.Work cross functionally to build partner competency and skills via instructor led and web based training programs. Facilitate learning sessions, including live in person content delivery, covering a broad range of Smartsheet content: Product, Technical, Use Case, Target Personas, How to Sell, Services Delivery Methodology and Program Enablement. Support Channel Account Managers during new partner recruitment cycles with product demos, API details, other core and advanced product expertise during new partner recruitment meetings with prospect partners. Grade partner exams and challenges for pass/fail of Smartsheet proficiency across product, sales and solutions/implementation services accreditations. Manage content in our partner relationship management tool to drive ongoing engagement and relevant information share to our partner ecosystem.Build strong cross-functional relationships to achieve channel objectives and share best-practices across the partner ecosystemWork closely with internal teams to ensure partner success across the Smartsheet domain (i.e., partner with internal learning and content owners, operational excellence, channel operations, marketing resources and sales teams)Guide partners with their Solution Builds. Assist partners to overcome technical build obstacles to achieve successful client outcomes.

Edinburgh, Scotland, United Kingdom

Lead a mix of individual contributors and help as a point of reference for leaders across several teams within all three tiers of Technical Support professionals, leveraging operational metrics such as CSAT scores, closed loop feedback processes, knowledge management, etc to successfully deliver support to our customers at scale.Set clear objectives, evaluate progress, coach, train, and instill a high performance culture with focus on teamwork, support excellence and ownership for resolving customer issues.Set-up, manage, and improve standards and procedures within the team.Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.Manage individual performance, technical and skills development by establishing individual quality goals for team members in line with Support team goals.Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.Identify and assist in the investigation of customer issues and complex technical issues.Advocate for customers and define ways to continually add value to the customer experience.

Edinburgh, Scotland, United Kingdom

Manage & lead a team of technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers.Awarded Manager of the Quarter in Q3 2021.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 issuesOwn 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 experiencesAnalyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficienciesCreate 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 attractedPartner with the Training team 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.

Edinburgh City, Scotland, United Kingdom

Serve as a technical mentor on the Smartsheet, Bridge and Resource Management applications.Coach and provide feedback to teammates and work internally on specific queries to address the needs of the department as a technical mentor.Awarded with “Rule Award” for the collaboration and technical guidance of the team.

Edinburgh, Scotland, United Kingdom

Understanding or identifying the customer’s requests over phone and email providing thorough troubleshooting steps and successful solutions whilst maintaining a “First Contact Resolution” mindset.Understanding the business’ needs through meetings and 1:1s. Receiving and providing feedback to line manager and peers.Advocate for customer feedback, reporting to the development team via enhancement requests to provide data concerning the needs and wants of the customer and suggest improvements to the platform.Critical thinking in order to foresee the next possible steps that customers may require to resolve cases or facilitate case working for colleagues.

South Queensferry

Supervise the 3rd party customer service provider offering guidance and ensuring that the Service Levels Agreements are met

Edinburgh, City Of Edinburgh, United Kingdom

Santa Cruz De Tenerife, Spain

Madrid

Madrid

Licentiate Degree, History

Tefl/Tesol, Teaching English As A Second Or Foreign Language/Esl Language Instructor, Certificate