Manager, Technical Account Management

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Smartsheet is looking for an experienced leader to help mentor, develop, and scale a team of Technical Account Managers (TAM). The right candidate has experience providing best-in-class support to customers, with the ability to manage and grow a dynamic team of TAMs in a fast-evolving program. You will bring customer-facing experience to help you properly mentor team members by providing the best path to success in this technical role. As a leader, you will help implement processes and procedures for improved efficiency across our team and the entire Services organization.

Working to support the Smartsheet TAM team, you are a resource for TAMs that operate as a single point of contact and business advisor to their Smartsheet customers. Your focus is to ensure that your TAM team will provide premier services aligned to the customer’s priorities to maximize their Smartsheet investment’s business value. The TAM position is revenue-generating as customers will pay an annual fee with a 24x7 on-call service.

You will report to our Senior Manager, Technical Account Management, and can work from any existing Smartsheet  office or remotely within Costa Rica.

Estimated Breakdown:

• 45% Team Performance and Coaching 
• 25% Operational Execution and Quality Assurance 
• 20% Strategic Alignment 
• 10% Change Management

You Will: 

Team Performance and Coaching:

• Manage and mentor a team of new and experienced Technical Account Managers
• Conduct 1:1’s with assigned team members
• Help define and set team and individual goals, provide ongoing performance feedback and prepare/deliver performance reviews and support attrition management activities
• Coaching 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 in their role
• Strong understanding of TAM the Premier Services portfolio, including all of our premium applications, integrations, and API
• Help define and set team and individual goals, provide ongoing performance feedback and prepare/deliver performance reviews

Operational Execution and Quality Assurance

• Manage a large portfolio of customers (in excess of 40 or more customers)
• 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 when Manager presence is necessary for direct report’s key customer accounts
• Partner with peer managers to recruit and hire TAMs and make decisions around workload balance, capacity management and staffing assignments and challenges

Strategic Alignment :

• Participate in and drive quarterly customer pulse checks to ensure customer satisfaction and renewals.
• 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 team as a voice of the TAM team as required
• Create strategic relationships with key technical stakeholders within our customer organizations
• Change Management Champion new methodologies, tooling, and engagement processes
• Reinforce a culture of learning, agility, and business impact Recommend/Build/Refine programs and initiatives to drive continuous improvement and scale of the TAM program
• Accomplish other tasks as assigned

You Have: 

• 6+ years in a customer-facing role within Customer Success, Technical Support, Account Management, or Technical Account Management experience, preferably within Enterprise SaaS
• Strong leadership, process development, organization, team building and management, communication (verbal, written, and presentation), and interpersonal skills
• Understanding of RESTful APIs
• Ability to learn technical sol