Manager, Technical Account Management at Smartsheet

San José, San José Province, Costa Rica

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Experienced leader with ability to mentor, develop, and scale a team of Technical Account Managers (TAMs)
Experience providing best-in-class support to customers
Customer-facing experience to mentor team members effectively
Strong understanding of TAM Premier Services portfolio, including premium applications, integrations, and API
Ability to manage a large portfolio of customers (in excess of 40 or more)
Experience managing team performance, conducting 1:1s, setting goals, providing feedback, performance reviews, and attrition management
Skills in coaching on consultative customer approach, ROI articulation, and business value delivery
Ability to implement processes and procedures for improved efficiency
Capability to serve as escalation point for key customer accounts
Experience partnering with Sales, Product, Support, Professional Services, and peer managers for recruitment, hiring, workload balance, capacity management, and staffing

Responsibilities

Manage and mentor a team of new and experienced Technical Account Managers
Conduct 1:1s with assigned team members
Define and set team and individual goals, provide ongoing performance feedback, prepare/deliver performance reviews, and support attrition management
Coach on consultative customer approach, ROI articulation, and business value delivery
Motivate the team to provide consistent service for enhanced customer satisfaction, increased adoption, and prevention of customer churn
Ensure team has proper training and tools required to be successful
Manage a large portfolio of customers (in excess of 40 or more)
Drive execution consistency across assigned team for all TAM service offerings
Participate in and drive quarterly customer pulse checks to ensure customer satisfaction and renewals
Drive team performance metrics as defined by Professional Services for the TAM organization
Guide TAMs to deliver services across the entire TAM Customer Engagement process
Serve as an escalation point for direct report’s key customer accounts
Partner with peer managers to recruit, hire TAMs, and make decisions around workload balance, capacity management, and staffing assignments
Partner with Sales, Product, Support, and Professional Services to proactively align TAM services with new and existing customers
Align with Product, Engineering, Sales, and Services teams as a voice of the TAM team
Create strategic relationships with key technical stakeholders within customer organizations
Champion new methodologies and tools for change management

Skills

Technical Account Management

Team Leadership

Mentoring

Customer Success

Process Improvement

Operational Efficiency

Quality Assurance

Strategic Alignment

Change Management

SaaS Support

Smartsheet

Cloud-based work management and automation software

About Smartsheet

Smartsheet provides work management and automation solutions through its cloud-based platform, which helps businesses streamline operations, manage projects, and enhance collaboration. Users can create, share, and manage workflows that are customizable to fit their specific needs. The platform integrates with popular applications, making it a versatile tool for various industries, including technology, healthcare, finance, and education. Unlike many competitors, Smartsheet offers a subscription-based model with multiple pricing tiers, catering to both small businesses and large enterprises. The company aims to improve efficiency and productivity for its clients while providing extensive support and learning resources to help users maximize the platform's potential.

Bellevue, WashingtonHeadquarters

2005Year Founded

$121.2MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.

Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.

An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.

Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.

An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.

Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.

Risks

Competition from Atlassian could impact Smartsheet's market share.

The acquisition by Vista Equity Partners may disrupt current operations.

Challenges in AI integration with AWS could affect feature rollout and adoption.

Differentiation

Smartsheet offers a highly customizable platform for tailored workflow solutions.

The platform integrates seamlessly with popular apps, enhancing its versatility.

Smartsheet's AI capabilities, developed with AWS, position it as a market leader.

Upsides

Increased demand for remote work solutions boosts Smartsheet's growth potential.

The subscription model provides a steady revenue stream for continuous service improvement.

Recognition as a leader in the Gartner Magic Quadrant enhances Smartsheet's market credibility.

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