Support Enablement Content Analyst

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.

Smartsheet is seeking an enthusiastic Support Enablement Content Analyst responsible for developing content outlines and evaluating technical Support training curricula and programs for our Support team. This role outlines and coordinates documentation and materials to enhance both machine learning and instructor-led workshops. This role also analyzes post-training improvements as mapped to key Support KPIs to assess effectiveness. You will support the development of technical and support skills training programs to help others develop skills that will make them better professionals and customer advocates. You will develop process documentation working with the Support pillar leads related to support operations and assist the global support team working with the Support Quality Team.

Support Enablement Content Analysts must be extremely knowledgeable in their field of expertise and possess solid technical aptitude. Additionally, we expect you to be an excellent communicator, able to explain complex subjects clearly and interestingly. You should also be well-versed in support processes and operations to effectively identify improvement opportunities.

The goal is to contribute to developing content that will enhance the Support team’s technical/IT and overall support skills to meet organizational needs.

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 provide a 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 results. Smartsheet went public on the New York Stock Exchange in April 2018 and enables collaboration, better decision-making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

At Smartsheet Support, we empathize and empower others with expert engagements. We 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.

This role will report directly to the Support Training, Quality, and Operations Senior Manager and is fully remote-eligible.

You Will:

• Develop course content outlines according to objectives
• Collaborate with the training team to create ad-hoc training materials to ensure the learners have the tools to be successful
• Attend product release training, test new product functionality, and stay up-to-date on product enhancements and releases
• Track and report on data on completed courses, absences, issues, etc.
• Observe, evaluate, and report results of training modules and programs
• Determine the overall effectiveness of programs and make continuous process improvements
• Work with Quality and Support teams to identify training needs and coaching opportunities for the Support team to uplevel team skills and overall customer experience
• Ensure the Support team is trained on new products and product releases ahead of the releases—this will include working cross-team to ensure that post-training memory aids are well documented in the internal Support knowledge base (iKB)
• Assess training, development, and certification requirements for various levels within and across Pods
• Produce and analyze reports from various systems for training opportunities, NPS, VOC (Voice of the Customer), and VOE (Voice of the Employee) data and collate data into reports for management
• Make and execute recommendations based on data analysis as part of Support’s continuous improvement strategy
• Perform other duties as assigned

You Have:

• 3 years of Voice of the Customer or Voice of the Employee evaluation experience
• 2 years of experience with data analytics and the ability to create custom reports for all levels of the organization
• 2 years of continuous process management experience, including TQM, Agile, or Six Sigma.
• 2 years of experience in evaluating and reporting on technical course content against success metrics
• Ability to conduct thorough research to gather information and resources for the training content
• Ability to conduct thorough research to gather information and resources for the training content
• Ability to address training needs with complete course outlines
• Outstanding communication skills and are comfortable speaking to crowds
• Excellent organizational and time-management abilities
• Experience using Articulate 360, Camtasia, and Tableau is a strong asset
• Passion for building processes and optimizing support operations
• Strong working knowledge of Smartsheet is preferred but not required (Smartsheet product certification is a plus)
• Support operations or trainer experience. (Desired Experience)
• Project management skills (PMP) are an added benefit. (Desired Experience)

US Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Plan (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• 15 days PTO, plus Incidental Sick Leave
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific)
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer.

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, and Japan. 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.