Remote Technical Account Manager I

Summary

Join Smartsheet as a Premier and Enterprise Technical Account Manager (TAM) to act as a business advisor to specific customers, providing Premier Services to maximize the value of their Smartsheet investment.

Requirements

• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and business and technical elements
• Working experience in the configuration, customization, and implementation of SaaS applications
• Bachelor's degree in MIS, CIS, CS, BS or equivalent combination of relevant work experience and education
• Understanding of security protocols, SSO and basic understanding of APIs
• Experience with project and portfolio management
• Comfort with a fast paced environment, and demonstrated ability to succeed in a dynamic and high growth technology environment supporting and delivering multiple solutions at once
• Authorization to work in the U.S. for any employer on an ongoing basis
• 3+ years of relevant technology, or related field experience
• Experience in a customer facing role

Responsibilities

• Build strategic relationships with essential technical team members within our customer organizations
• Demonstrate an understanding of the market forces affecting our customers and offer insight into ways Smartsheet can help our customers meet their goals
• Help customers evolve their IT maturity, improve the productive use of Smartsheet products, and empower IT to make their business better
• Contribute to sustainable growth through partnerships with Services Sales, Success and Consulting team to strategize on ways to create new opportunities within their accounts
• Contribute to our service profitability through portfolio management including contract usage, contribution margin, operational expense management, and revenue growth
• Understand the Premier Services portfolio, including acquisition services such as Converse.AI, Slope and 10,000ft
• Partner with Strategic Customer Success Managers and Consultants to develop long-term strategies
• Manage the delivery of services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services
• Lead virtual teams comprised of Smartsheet, partner and customer resources to provide complex solutions that result in a one Smartsheet approach
• Perform other duties as assigned

Benefits

• Fully paid Health & Life insurance for full-time employees and family members
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc
• Monthly stipend to support your work and productivity
• Equity - Restricted Stock Units (RSUs) for eligible roles
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption 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 and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)