• Be accountable for the team attainment of utilization and revenue in relation to department goals • Be responsible for the oversight of delivery teams assigned to customer engagements • Be accountable for delivery quality and customer satisfaction • Act as a primary customer escalation point and help to resolve delivery issues • Partner with resource schedulers to ensure appropriate project staffing • Apply and help evolve operational metrics and gather supporting data to maximize team performance • Identify, manage, and coordinate initiatives to support process improvements • Contribute to the development of professional services offerings and delivery methodologies • Own and maintain the refinement of processes, related tools, and documentation • Collaborate and partner with Sales in the positioning of Professional Services • Collaborate and partner with peer leaders across Customer Excellence in support of shared goals • Develop a strong understanding of the Smartsheet platform and remain current on related features • Perform other duties as assigned