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Technical Account Manager

Company: Smartsheet Inc
Location: Bellevue
Posted on: April 4, 2021

Job Description:

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 issues on custom or premium application solutions. Your role is revenue generating (customers will pay an annual fee for the dedicated with on-call service) and reports directly to the Senior Director of Support. A Successful TAM Exhibits The Following Attributes: 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 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.--
        • Other duties as assigned Perks and Benefits:
          • 100% employer-paid medical, dental, and vision coverage for full-time employees
          • Equity - Restricted Stock Units (RSUs) Equity with all offers
          • Lucrative Employee Stock Purchase Program (15% discount)
          • 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
          • 15 days PTO to start, plus Flexible Sick Leave
          • Up to 24 weeks of Parental Leave
          • Personal paid Volunteer Day to support our community
          • Opportunities for professional growth and development including access to Audible for Business and LinkedIn Learning online courses
          • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
          • Teleworking options from any registered location in the U.S. (role specific) Equal Opportunity Employer: Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know. At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren't afraid to be innovative-join us!-- Are you legally eligible to work in the US on an ongoing basis? --*
            Voluntary EEOC Demographics At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members. Individuals seeking employment at Smartsheet are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category in the US, UK, and Australia.

            Below is a set of voluntary demographic questions. If you choose to complete them, your responses will be used in aggregate to help us identify areas for improvement in our programs. Your responses, or your choice to not respond, will not be considered in the hiring process. Any information that you provide will be recorded and maintained confidentially.

            For definitions of any of the following terms or to read more about your rights, please visit the EEOC website here .-- I identify my gender as:
            Non-binary (inclusive of bigender, agender, androgynous, gender fluid, or gender non-conforming)
            I prefer not to say
            I identify as transgender:
            I prefer not to say
            I identify my race / ethnicity as (select all that apply):
            Alaska Native / American Indian / Indigenous/Aboriginal / Native American
            Black / African-American / Black-British / Caribbean
            Hispanic / Latinx
            East Asian (Chinese / Hong-Kong / Japanese / Korean / Mongolian / Tibetan / Taiwanese)
            Middle Eastern / North African
            Native Hawaiian / Pacific Islander
            South Asian (Bangladeshi / Bhutanese / Indian / Nepali / Pakistani / Sri Lankan)
            Southeast Asian (Burmese / Cambodian / Filipino / Hmong / Indonesian / Laotian / Malaysian / Mien / Singaporean / Thai / Vietnamese)
            White / European
            I prefer not to say
            My veteran status is:
            Yes, I am a veteran
            No, I am not a veteran
            I prefer not to say
            My disability status is:
            Yes, I have a disability (or previously had a disability)
            No, I do not have a disability
            I prefer not to say

Keywords: Smartsheet Inc, Bellevue , Technical Account Manager, IT / Software / Systems , Bellevue, Washington

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