Enterprise Account Success Manager II

2 weeks ago


New Orleans, Louisiana, United States Smartsheet Full time

Overview
Smartsheet is seeking a dedicated Customer Success Manager to oversee a portfolio of significant strategic accounts, focusing on enhancing customer satisfaction, application utilization, retention, and growth.

Key Responsibilities
As the primary liaison for clients, you will:

  • Conduct initial onboarding for enterprise-level clients, ensuring sustained engagement throughout their journey.
  • Collaborate with a cross-functional team to create a territory strategy that optimizes customer satisfaction, retention, and expansion.
  • Design and implement a data-driven enablement plan that boosts customer adoption, highlights product value, and fortifies client relationships.
  • Serve as the Smartsheet authority, guiding clients to maximize impact and enhance collaboration within their organizations.
  • Conduct regular customer success evaluations to confirm satisfaction, address issues with the Technical Support team, and promote broader Smartsheet usage.
  • Share and implement best practices to ensure clients derive maximum value from Smartsheet.
  • Utilize usage analytics to gain insights, offer guidance, and enhance customer satisfaction and adoption.
  • Act as the primary point of contact for managing and resolving critical situations.
  • Work alongside Sales, Training, and Professional Services teams to identify new opportunities for expanding customer utilization of Smartsheet.
  • Provide valuable customer insights to Product Management, Marketing, and Sales for innovation and continuous improvement.
  • Surpass all performance benchmarks, including maintaining high retention and growth rates.
  • Perform additional duties as assigned.

Qualifications
To be successful in this role, you should possess:

  • A minimum of 3 years of experience in Customer Success or Account Management (or equivalent).
  • The ability to articulate technical concepts to non-technical stakeholders in large enterprises.
  • Strong skills in building credibility and trust with clients and internal teams by understanding their needs.
  • Experience in nurturing valuable, outcome-oriented relationships with a diverse customer base.
  • A passion for engaging with cutting-edge, web-based technologies and a desire to comprehend Smartsheet's benefits and use cases.
  • A Bachelor's degree in a relevant field or equivalent experience.
  • A willingness to travel as required by customer and business needs.
  • Authorization to work in the U.S. for any employer on an ongoing basis.

Benefits
Smartsheet offers a comprehensive benefits package, including:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees.
  • Stock options for eligible positions.
  • Employee Stock Purchase Program with a 15% discount.
  • 401k matching to support your future savings.
  • Monthly stipends to enhance your work and productivity.
  • Flexible Time Away Program, along with incidental sick leave.
  • Up to 24 weeks of parental leave.
  • Paid volunteer day to support community engagement.
  • Access to professional growth opportunities, including LinkedIn Learning courses.
  • Company-funded perks, including counseling memberships and local retail discounts.
  • Remote work options from any registered location in the U.S.
  • Life insurance and disability plans sponsored by Smartsheet.
  • 12 paid holidays annually.

Compensation
Smartsheet provides a competitive salary range for various geographic areas where we operate. Actual compensation is influenced by factors such as professional experience, educational background, skills, and specific candidate location.

Equal Opportunity Employer
Smartsheet is committed to fostering an inclusive environment and provides employment opportunities without regard to any legally protected status in accordance with applicable laws.

We encourage diverse perspectives and welcome innovative individuals to join our team.


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