Technical Account Manager I

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.

The top priority of the Smartsheet Support team is to make loyal fans of our customers. Our global team supports customers through phone and email answering everything from "how-to" questions to technical troubleshooting.

The Premier and Enterprise Technical Account Manager (TAM) acts as a business advisor to specific Smartsheet customers, providing Premier Services for the customer’s priorities to maximize the value of their Smartsheet investment. You will contribute to the quality and satisfaction of the customer’s services relationship through post-consulting technical support on custom or premium application solutions.

Your role is revenue-generating (customers will pay an annual fee for the dedicated on-call service). You will report  to our Manager, Technical Account Management. This role is fully remote eligible!

You Will:

CUSTOMER:

• Build strategic relationships with essential technical team members within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders, and more. 
• 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. 

BUSINESS:

• 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, in a manner consistent with Smartsheet legal, fiscal and personnel policies. 

DELIVERY:

• 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. 

LEADERSHIP:

• 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.

You Have:

• 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.

Perks & 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)