Technical Account Manager

Summary

Join Smartsheet as an Enterprise Technical Account Manager (TAM) and become a business advisor to our customers, driving their success with Smartsheet products. You will lead multiple concurrent engagements, providing guidance and support across various industries. This revenue-generating role involves developing comprehensive engagement strategies, performing quarterly reviews, and advising on best practices to maximize customer value. You will also work with internal teams to identify expansion opportunities and advocate for customer needs. The role is fully remote-eligible, with some travel required. Smartsheet offers a competitive salary and a comprehensive benefits package.

Requirements

• 5+ years of relevant Technical Account Management (TAM) or related customer-facing role experience
• Technical knowledge of SaaS products and their underlying technologies
• 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
• Great at building credibility and trust with customers and internal stakeholders by understanding their requirements
• Working experience in the configuration, customization, and implementation of SaaS applications
• Willing to travel periodically based on customer and business needs
• Some on-call responsibilities may be required for this role

Responsibilities

• Lead multiple concurrent engagements to provide guidance & support across a variety of client industries and use cases, ensuring your clients are gaining the most value from the Smartsheet platform
• Serve as an advisor on best practices and capabilities of the Smartsheet platform at scale across a variety of industries and business functions
• Develop, drive, and accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
• Perform periodic quarterly reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account
• Advise and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
• Evaluate usage patterns to gain insights, provide guidance, and increase customer adoption and satisfaction
• Drive TAM renewals by leading business reviews, implementing strategies to prevent churn and minimize risk, and building strategic relationships with essential technical team members within our customer organizations, including the IT Directors, CTO, CIO, Line of Business leaders and more
• Give presentations to our teams and customers around the technical capabilities of Smartsheet products
• Be curious. Look for obstacles that are blocking customers from getting value, and blocking Smartsheet from gaining new revenue
• Work with Product Management and Operations as the customer advocate on technical feature requests. As part of the role, you will help promote the product vision to make sure it is always aligned with our customer’s needs
• Identify product and services expansion opportunities for Smartsheet with the customer's user base & collaborate with the account team to influence the account strategy
• Strategically partner with the Sales, Customer Success, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet

Preferred Qualifications

• Familiarity with Smartsheet products such as; Core App, Bridge, Resource Management, Premium Apps, Control Center, and Connectors
• Bachelor's Degree
• Understanding of security protocols, SSO, and a basic understanding of APIs
• Experience with project and portfolio management
• Smartsheet certification

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
• 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 Sick Time Off
• 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
• 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)