Technical Account Manager

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

The Enterprise Technical Account Manager (TAM) acts as a business advisor to specific Smartsheet customers, driving customer success by ensuring that customers achieve their desired outcomes with Smartsheet products. The TAM helps customers align their software investments with their business goals. This involves understanding the customer’s long-term objectives and providing guidance on leveraging technology to achieve those goals. This role also serves as an escalation point for the customer to facilitate and help resolve complex technical issues.

Your role is revenue-generating (customers will pay an annual fee for the on-call service). You will report to our Manager, Technical Account Management. This role is fully remote-eligible, but may require travel to customer sites several times a year!

You Will:

• 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.

You Have:

• 5+ years of relevant Technical Account Management (TAM) or related customer-facing role experience.
• Technical knowledge of SaaS products and their underlying technologies.
• Familiarity with Smartsheet products such as;
  Core App, Bridge, Resource Management, Premium Apps, Control Center, and Connectors preferred.
• 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.
• Bachelor's Degree preferred.
• Understanding of security protocols, SSO, and a basic understanding of APIs is preferred.
• Experience with project and portfolio management.
• Smartsheet certification is a plus.
• Willing to travel periodically based on customer and business needs.
• Some…