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Smartsheet Inc. Customer Success Manager II, Federal Government Strategic Accounts (Remote Elig in Clyde Hill, Washington

Smartsheet is looking for a proven Customer Success Manager (CSM) to manage a set of strategic accounts in our Federal Government segment. This important role would drive customer satisfaction, application engagement, customer retention, and growth. You have outstanding communication skills and will be the primary point of contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from Smartsheet. You have a track record with Software as a Service (SaaS) account management and maintaining high customer renewal rates because of ongoing customer engagement and technical leadership. This is a career-defining opportunity to join us at a critical moment as we continue to build our Federal Government business. Smartsheet GOV is the only work execution platform listed in the FedRAMP marketplace. You will report to a Senior Manager, Customer Success - Large Enterprise and may work remotely from anywhere within the United States where Smartsheet is a registered employer. This vital role is part of our Strategic Accounts Customer Success Team and you would be working with Federal government and public sector accounts. Responsibilities: Drive onboarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer\'s lifecycle Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction Serve as the Smartsheet subject matter expert (SME) providing guidance to enable customers to drive 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 Assess usage patterns to gain insights, provide guidance and increase customer adoption and satisfaction Serve as the primary interface to manage and resolve critical situations Work closely with the Sales, Training and Professional Services teams identify new opportunities to expand customer use of Smartsheet Provide expert customer insight to Product Management, Marketing and Sales on what innovation and continuous improvement is needed Exceed all performance targets, including maintaining high retention and growth rates Accomplish other tasks as assigned. Requirements: 3+ years of experience as a Customer Success Manager or Account Manager, working with Federal Government customers at a SaaS company Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical personnel in large enterprises Ability to build credibility and trust by understanding customer requirements and addressing needs Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet\'s benefits, use cases, and technical elements Outstanding multi-task management skills across a varied set of responsibilities Proven ability to succeed in a fast-paced, dynamic and high growth technology environment Demonstrated close attention to detail and ability to navigate and comply with complex contract deliverables is a plus. Willing to travel periodically based on customer and business needs Bachelor\'s degree in a relevant field, or equivalent experience Authorization to work in the U.S. for any employer on an ongoing basis Must be located in the Washington DC/Maryland/Virginia (DMV Metro) area Authorization to work in the U.S. for any employer on an ongoing basis Perks & Benefits: 100