Technical Account Management – Remote Eligible
Smartsheet
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- 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.
- 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.
- 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 composed of Smartsheet, partner and customer resources to provide complex solutions that result in a one Smartsheet approach.
- Perform other duties as assigned.
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.
Benefits
- Fully paid Health & Life insurance for full-time employees and family members
- Equity - Restricted Stock Units (RSUs) for eligible roles
- Monthly stipend to support your work and productivity
- Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
- 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 Udemy 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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaS applicationsconfigurationcustomizationimplementationsecurity protocolsSSOAPIsproject managementportfolio managementservice delivery management
Soft Skills
communication skillspresentation skillsability to explain technical subjectspassion for technologyadaptabilityteam leadershipcustomer relationship managementstrategic thinkingproblem-solvingcollaboration