Customer Excellence Communications Manager (Remote Eligible)

As a Customer Excellence Communications Manager, you will be a critical team member supporting our SVP, VPs, as well as other senior leaders within the Customer Excellence organization. You will inform both internal and external parties about the Customer Excellence organization and how we deliver on the Smartsheet brand. This role partners with cross-functional teams to drive alignment across all levels of leadership.

The Customer Excellence teams include Customer Success, Customer Support, Customer Outcomes Journey, and Professional Services.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver 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 business outcomes.

You will report to our Sr. Manager, Customer Excellence Transformation Office within the Customer Excellence PMO.

You Will:
• Develop and implement global external communication plans to support the Customer Excellence SVP, helping to increase brand awareness and build a reputation that aligns with business goals.
• Build an editorial calendar of topics and content types, and be an author that crafts final content in collaboration with our VP+ leaders.
• Manage topline internal and external messaging around the organization’s mission, vision, goals, and employee experience.
• Conduct audience research and establish insights for executive leadership
• Propose, execute, and scale new ways of creating and distributing communications across internal and external employee sites and other mediums.
• Write and edit ongoing cadence of communications material surrounding thought leadership articles, client stories, scripts/talking points for presentations, video blogs, workplace and Linkedin posts, internal newsletters, announcements, press releases, internal memos, organizational calendar, weekly team communications, and more
• Build relationships and partner with cross-functional business leaders to understand and anticipate communications needs
• Establish and track communications metrics and make recommendations to improve communications channels and initiatives
• Use creative storytelling to humanize the business and tell a compelling story
• Initiate and manage communications projects that further the business's brand reputation

You Have:
• Minimum of 5 years of media relations experience working with global brands or agency experience
• 5+ years of experience managing large-scale communication initiatives
• 3+ years of experience creating and/or executing organizational change initiatives
• Experience and knowledge of communications strategy, media relations, issues management and crisis communications, public relations
• Excellent oral/written communication and presentation skills
• Issues management and crisis communications experience
• Polished presentation skills including experience with video editing
• Motivated by an entrepreneurial mindset and comfortable with ambiguity

Perks & Benefits:
• 100% employer-paid medical, dental, and vision coverage for full-time employees
• Equity - Restricted Stock Units (RSUs) with all offers
• Lucrative Employee Stock Purchase Program (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
• Flexible Time Away Program, 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 LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role-specific)

About Smartsheet

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!

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