Smartsheet is looking for a Customer Success Associate to join our Global Customer Success team to partner with  customers  to help create a high level of customer satisfaction, successful product use, and customer retention. You will be a member of a team of Customer Success professionals supporting a shared portfolio of customers at scale working collaboratively to understand customer success criteria, address questions, resolve issues and over time serve as a trusted Smartsheet advisor. For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience with Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement, and technical leadership.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver 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 business outcomes.

 This role will report to the Manager of Customer Success, located in San Jose, Costa Rica.


You Will:

  • Execute a comprehensive engagement and communications strategy that utilizes a balance of personal touch and scaled approaches
  • Provide initial onboarding assistance and follow up for accounts as needed, with an emphasis on identifying and documenting key customer business objectives while leveraging technology at scale. 
  • Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
  • Be the Smartsheet expert providing guidance and addressing challenges on work/ project management and collaboration to customers
  • Share processes and best practices to ensure customers are realizing the greatest possible value from Smartsheet 
  • Utilize usage patterns to gain insights, provide guidance and increase customer satisfaction
  • Be the primary interface to manage and resolve any onboarding roadblocks
  • Work with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
  • Provide VoC insight to relevant business owners for improvement of the user’s onboarding experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, among others.
  • Meet or exceed all performance targets, impact bottomline revenue through the mitigation of early stage risk and identify expansion and coach customers to solutions that translate into expansion opportunities. 
  • Accomplish other tasks as assigned.

 

You Have:

  • Project and/or Account management experience, for mid to later stage SaaS software & Gainsight knowledge are highly desired.
  • Bachelor’s degree in a relevant field is preferred
  • Minimum English proficiency level +C1 (Fluency in other languages is desirable) 
  • Experience maintaining valuable and outcome-based relationships with a diverse customer account base
  • Outstanding task management skills across a varied set of responsibilities
  • Passion for working with leading edge, web-based technologies and a desire to understand Smartsheet’s benefits, use cases, and business and technical elements
  • Build trust by understanding and addressing customer requirements
  • The ability to explain technical subjects to non-technical end-user personnel
  • Flexibility and trong capability to deal with ambiguity and evolving environments
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base. 
  • Ability to travel should there be a business need.

 

Perks & Benefits:

  • Fully paid Health & Life insurance for full-time employees and family members
  • Monthly stipend to support your work and productivity
  • 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 encouraging an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status following applicable laws in the US, UK, Australia and Costa Rica. 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 build an inclusive environment that encourages and supports 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, to set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be creative—join us! 

 

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