Perform initial onboarding of accounts with enterprise level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
Be the Smartsheet expert providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
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
Implement and share best practices to ensure customers are realizing the greatest possible value from Smartsheet
Use usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction
Be the primary interface to manage and resolve critical situations
Work with the Sales, Training and Professional Services teams to identify new opportunities to expand customer use of Smartsheet
Provide expert customer insight to Product Management, Marketing and Sales on innovation and continuous improvement opportunities
Exceed all performance targets, including maintaining high retention and growth rates
Accomplish other tasks as assigned
Report into the Manager, Customer Success based in Sydney, Australia.
Requirements
8+ years of Customer Success or Account Management experience (or equivalent)
Strong commercial acumen to communicate technical subjects to non-technical personnel in large enterprises
Ability to operate with high autonomy and limited oversight, with a complete understanding of carrying out the needs of the business while successfully maintaining high customer satisfaction rates
Credibility and trust with customers and internal stakeholders by understanding their requirements
A track record of SaaS account management and high customer renewal rates
Experience maintaining valuable and outcome-based relationships with a diverse customer account base
Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet's benefits, use cases, and technical elements
Bachelor's degree in relevant field, or equivalent experience
Willing to travel based on customer and business need
Benefits
At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact.
Freedom to explore, push boundaries, and grow beyond your role.
We welcome diverse perspectives and nontraditional paths.
Equal Opportunity Employer committed to fostering an inclusive environment.
If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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