Manager, Technical Account Management

Back to jobs New Manager, Technical Account Management San Jose, CR Apply 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 solutions and integrations as required Act as a role model to others and ability to lead by example Proven ability to engage with leaders in large-size companies Demonstrated capacity and passion for mentoring and team growth Exceptional critical thinking and problem-solving skills, with the ability to explain complex concepts clearly Passion for working with leading-edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements Experience and success partnering across departments Willing to travel periodically based on customer and business need Prior or current Smartsheet experience is a significant plus for this role Bachelors (BA/BS) degree in Business, IT Engineering or other related fields strongly preferred 2+ years of prior management experience strongly preferred Perks & Benefits: Fully paid Health & Life insurance for full-time employees and family members 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 LinkedIn Learning 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)   Get to Know Us: At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together. 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, Bulgaria, and India. 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.  If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.   #LI-Remote Create a Job Alert Interested in building your career at Smartsheet? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with MyGreenhouse First Name * Last Name * Preferred First Name * Email * Phone Country * Phone * Location (City) * Locate me Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Applicant Privacy Notice * Select... Before you submit your application, please read and acknowledge receipt of the Applicant Privacy Notice. 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