Engagement Manager

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

As an Engagement Manager within Customer Excellence and Professional Services at Smartsheet, you will play a critical role in setting customers up for success by prescriptively crafting and then leading the execution of large and transformative enterprise projects for our most strategic customers. The Engagement Manager serves as a trusted advisor to Smartsheet customers, provides mentorship to Sales & Professional Services teams, drives alignment across each customer’s projects, and ensures the highest customer satisfaction levels.

Partnered with the Account Team, Services Sales, and Service Delivery, the Engagement Manager contributes to pre-sales scoping and discovery activities, acting as a conduit across the organization to develop and articulate comprehensive implementation proposals. The Engagement Manager will then maintain the executive relationships and act as a critical issue point within these implementations in a billable capacity, ensuring tight customer alignment and offering proactive and prescriptive advice resulting in outstanding Customer Success.

As the Engagement Manager, you will manage several projects/programs concurrently spanning 1 or more Large Enterprise customers.  Engagement managers will have a targeted utilization rate, be responsible for the development of best practices, and will manage  business processes.

You will report to the Manager of Engagement Delivery, this is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is registered 

You Will:

• Support the account team with pre-sales scoping and discovery activities through Discovery Workshops and pre-engagement planning sessions with the customer 
• Actively enroll the required staff resources at the right time to maximize impact, utilization and customer outcomes.
• Manage and drive competing requests across simultaneous strategic client engagements.
• Identify, pull together, and drive project activities of teams from cross-functional and partner sources
• Provide insight into Engagement and Client level revenue forecasting for Monthly and Quarterly targets
• Manage project to time, budget, and contracted deliverables (including planning, scheduling, milestone reviews, etc.)
• Manage project P&L to targeted margin results
• Drive project reviews for management and customers. As requested, support the account team with preparing and leading customer Quarterly Business Reviews (QBRs) during and after project execution
• Operate as additional eyes and ears within current accounts to identify and unlock follow-on opportunities.
• Create momentum to accelerate delivery and shorten time to value with our customers
• Ensure that engagements conclude with delighted clients that are willing to be referenced for new potential clients
• Proactively mitigate and handle critical customer concerns and at-risk accounts; communicate optimally and appropriately with internal and external leaders and executives.
• Own the escalation response using a consistent, documented escalation process and coordination for active projects and provide mentorship on escalation management to other Professional Services team members
• Ensure quality and time management processes are followed by the team e.g., change controls, time card submissions, status reporting, risk and issue logging)
• Contribute to the development and ownership of the Smartsheet Delivery Methodology and Professional Services PMO function
• Contribute to engagement delivery standard operating procedures (SOPs)
• Function as a frontline resource for “best practice” and informal customer questions
• Liaison with necessary teams within Smartsheet to achieve the above items
• Other duties as assigned

You Have:

•  4+ years of experience in customer-facing positions in a professional capacity ideally at Software or SaaS Provider
• At least 2 years of Project and Program Management experience at the enterprise level
• 2+ years of experience, leading customer-facing engagements in the enterprise space
• Management of large billable projects for external customers
• Experience using generative AI tools (e.g., Claude) to accelerate drafting, analysis, and process design, with sound judgment on accuracy, confidentiality, and customer data handling.
• Experience with modern services deployment methodologies, with emphasis on software design and development
• Use of formal project management tools
• Expert-Level Scope control for fixed-fee engagements.
• Passion for working with leading-edge, web-based technologies and a desire to understand Smartsheet’s benefits, values, use cases, and business and technical elements
• Desire to work in a collaborative environment to promote and improve team performance
• Strong analytical skills regarding client and project management issues
• Strong organizational skills with an ability to manage competing client demands
• Ability to interact and communicate with CxO-level personnel with confidence and clarity
• Excellent communications and interpersonal skills
• One or more Industry Recognized Certifications Including;
• Project Management Professional Certification (PMP)
• Certified Scrum Master (CSM)
• Lean or Six Sigma certification
• Smartsheet Core and/or Project Management Certification 
• Advanced degree (Masters Level) preferred or equivalent combination of relevant work experience and education
• Willing to travel periodically (up to 20-30%) based on customer and business needs
• Authorization to work in the U.S. for any employer on an ongoing basis
• Has Smartsheet Certified Professional credential or has the ability to become certified within 3 months 
• Experience with process improvement and the development of tools & processes that enable team member success