Commercial Account Manager

7 days ago


Étreux, Hauts-de-France, United States Smartsheet Full time
Job Description
  • Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifetime.
  • Implement a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
  • Be the Smartsheet expert, providing guidance and addressing challenges on work/project management and collaboration to customers.
  • Explain technical subjects to non-technical end-user personnel in large enterprises.
  • Understand customer needs and address concerns.
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Smartsheet use throughout the account.
  • Develop tools and best practices to ensure customers realize the greatest possible value from Smartsheet.
  • Use usage patterns to gain insights, provide guidance, and increase customer satisfaction.
  • Be the primary interface to manage and resolve important situations.
  • Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities.
  • Provide expert customer insight to product management, marketing, and sales on what innovation and improvement in the user experience, product capabilities, and features, and customer engagement processes ensure rapid adoption, usage velocity, high renewal, and referral rates in larger customers.
  • Exceed all performance targets, including maintaining high unit renewal rates.


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