Technical Account Associate

The Technical Account Associate (TAA) 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 support on custom or premium application solutions.

polici

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better outcomes.

You will report to our Manager, Technical Account Management in the Us

You Will:
Customer

• Develop and maintain strong relationships with assigned customers, serving as their primary point of contact for technical inquiries, support, and issue resolution.
• Proactively engage with customers to understand their business objectives, challenges, and technical requirements.
• Collaborate with internal teams to ensure a seamless customer experience and drive customer success.
• Demonstrate an understanding of the market forces affecting our customers and offer insight into ways Smartsheet can help our customers meet their goals. 

Business 

• Identify opportunities to drive customer satisfaction, retention, and growth.
• Collaborate with Sales and Business Development teams to support upselling and cross-selling efforts.
• Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic insights and recommendations.

Delivery

• Provide technical expertise and guidance to customers regarding our products, services, and solutions.
• Assist customers in the configuration, integration, and troubleshooting of our technology offerings.
• 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. 

You Have:

• 1-2+ years of relevant technology, or related field experience.
• 1-2+ years experience in a customer facing role.
• Previous experience in a customer-facing role, such as Technical Account Management, Customer Success, or Technical Support, is highly desirable.
• Strong technical aptitude with a solid understanding of software applications, APIs, and cloud-based technologies.
• Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues.
• Exceptional communication and interpersonal skills, with the ability to explain complex concepts in a clear and concise manner.
• Proactive and customer-focused mindset with a passion for delivering exceptional service and building long-term relationships.
• Project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Team player who can collaborate effectively with cross-functional teams and contribute to a positive work environment.
• 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.
• Equivalent relevant work experience and education or Bachelor's degree in MIS, CIS, CS, BS preferred 

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members.
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• Monthly stipend to support your work and productivity
• Equity - Restricted Stock Units (RSUs) for eligible roles
• 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)

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, Australia, Costa Rica, and Germany. 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!

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