The Smartsheet Support team is looking for a Senior Content Project Manager to ensure that all members of the Customer Support team have the content they need to effectively address Smartsheet customer needs. Smartsheet has a rapid delivery cadence and our content needs to keep pace. 

In this role, you’ll use your solid understanding of project management and content processes to ensure that key resources including our customer-facing help center, our online learning catalog, and our internal Knowledge Base contain accurate and up-to-date information. A key element to your success in this role will be your ability to keep partners and stakeholders in the loop as plans progress (and change!) and as deliverables become available. This role reports to the Senior Customer Experience Manager for Online Resources in Customer Support.

Job Responsibilities:

• Work cross-functionally—with development teams and other groups internal to Smartsheet—to understand roadmaps and establish detailed project schedules and resourcing plans to ensure on-time delivery of needed support resources
• Communicate release details and schedules to the Support business as required
• Track and manage release-related content. Deliverables you’ll be tracking include, but are not limited to, public-facing help center content, internal and external training, and internal Support knowledge base (iKB) content
• As needed, incorporate into the schedule non-release-related projects that contribute to the overall quality of support deliverables (help center, training, eLearning courses, etc.)
• Lead and coordinate the content Go-Live activities including the execution of content deployment plans and checklists
• Track and manage the localization hand-off and hand back of customer-facing content; this responsibility could extend to production-level work, such as publishing localized content
• As needed, perform some basic administrative content duties such as publishing or archiving content in our CMS
• Recommend process improvements to increase team efficiency and velocity
• Create and maintain templates and documentation so that the work you and others do is standardized and repeatable
• Oversee the maintenance of the Smartsheet Support Content style guide and ensure it’s aligned with company wide brand and style initiatives

Required Skills & Experience:

• 5+ years of experience in content management, project management, or similar role
• 5+ years experience managing a team of technical content creators (technical writers, eLearning creators, support specialists)
• 3+ years experience leading cross-functional teams or managing direct reports
• B.A. in English, Journalism, or other related field, or equivalent industry experience required
• Demonstrated ability to produce results working cross-functionally with diverse teams, including remote or outsourced contingent staff
• A passion for crafting superior customer experiences through great service and useful resources
• Demonstrated ability to prioritize projects and meet deadlines
• Excellent communication skills: including an ability to tailor style or approach for maximum impact
• Strong technical writing and editing skills 
• A deep understanding of the support business and a passion for delivering quality support
• A strong working knowledge of Smartsheet is preferred but not required (Smartsheet product certification a plus)
• A solid understanding of content management strategies and processes (KCS certification a plus)
• Preferred Certifications: SCRUM, PMP

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

Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.