Technical Account Manager

Smartsheet Inc; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

Join a forward-thinking tech company as an Enterprise Technical Account Manager, where you'll empower clients to maximize their use of innovative no-code tools. In this dynamic role, you'll act as a trusted advisor, guiding customers through their journey with Smartsheet products to achieve their business goals. Your expertise will not only help resolve complex technical issues but also drive customer satisfaction and retention. With a fully remote work option and opportunities for professional growth, this position offers a chance to make a significant impact in a collaborative environment. If you're passionate about technology and customer success, this is the perfect opportunity for you.

Benefits

100% employer-paid medical/vision/dental coverage

401k Match

Monthly productivity stipend

Life insurance and disability plans

12 paid holidays per year

Up to 24 weeks of Parental Leave

Personal paid Volunteer Day

Access to Udemy courses

Company Funded Perks

Teleworking options

Qualifications

• 5+ years in Technical Account Management or similar customer-facing roles.
• Technical knowledge of SaaS products and underlying technologies.

Responsibilities

• Lead multiple engagements to support clients and ensure satisfaction.
• Advise on best practices and capabilities of the Smartsheet platform.

Skills

Technical Account Management

SaaS products knowledge

Strong communication skills

Customer relationship management

Project and portfolio management

Education

Bachelor's Degree

Tools

Smartsheet Core App

Smartsheet Bridge

Smartsheet Resource Management

Smartsheet Premium Apps

Smartsheet Control Center

Smartsheet Connectors

Job description

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 on-call responsibilities may be required for this role.

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.
• 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).

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.

US Base Salary Pay Range:

$80,000 - $110,000 USD

Get to Know Us:

At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, and Bulgaria. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.