Engagement Manager

Smartsheet

21h•$92,500 - $126,250•Remote

About The Position

As an Engagement Manager within Customer Excellence and Professional Services at Smartsheet, you will craft and lead large, transformative enterprise projects for strategic customers. You will serve as a trusted advisor, maintain executive relationships, mentor Sales and Professional Services teams, align customer projects, and promote high customer satisfaction. In partnership with Account Team, Services Sales, and Service Delivery, you will support presales scoping and discovery, develop implementation proposals, and guide billable project execution with proactive, prescriptive advice. The role manages several projects or programs concurrently across one or more Large Enterprise customers, with a targeted utilization rate. You will oversee project delivery, financial performance, staffing, forecasting, escalations, and customer outcomes, while contributing to delivery best practices, business processes, the Smartsheet Delivery Methodology, Professional Services PMO, and engagement delivery SOPs. 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.

Requirements

At least 4 years of experience in customer-facing professional roles, ideally at a software or SaaS provider.
At least 2 years of enterprise-level project and program management experience.
At least 2 years of experience leading customer-facing engagements in the enterprise space.
Experience managing large billable projects for external customers.
Experience using generative AI tools, such as Claude, to accelerate drafting, analysis, and process design, with sound judgment regarding accuracy, confidentiality, and customer data handling.
Experience with modern services deployment methodologies, with an emphasis on software design and development.
Experience using formal project management tools.
Expert-level scope control for fixed-fee engagements.
Passion for leading-edge web-based technologies and a desire to understand Smartsheet's benefits, values, use cases, and business and technical elements.
Desire to work collaboratively to promote and improve team performance.
Strong analytical skills related to client and project management issues.
Strong organizational skills and ability to manage competing client demands.
Ability to interact and communicate with CxO-level personnel confidently and clearly.
Excellent communication and interpersonal skills.
One or more industry-recognized certifications, such as Project Management Professional (PMP), Certified Scrum Master (CSM), Lean or Six Sigma, or Smartsheet Core and/or Project Management Certification.
Willingness 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.
Smartsheet Certified Professional credential, or ability to become certified within 3 months.
Experience with process improvement and developing tools and processes that enable team member success.

Nice To Haves

Advanced degree at the master's level, or equivalent combination of relevant work experience and education.

Responsibilities

Support account teams with presales scoping and discovery through customer Discovery Workshops and pre-engagement planning sessions.
Enroll the required staff resources at the appropriate time to maximize impact, utilization, and customer outcomes.
Manage competing requests across simultaneous strategic client engagements.
Identify, coordinate, and drive project activities across cross-functional teams and partners.
Provide engagement- and client-level revenue forecasts for monthly and quarterly targets.
Manage projects to time, budget, and contracted deliverables, including planning, scheduling, and milestone reviews.
Manage project profit and loss to achieve targeted margins.
Drive project reviews for management and customers and, when requested, support the account team in preparing and leading customer Quarterly Business Reviews.
Identify follow-on opportunities within current accounts.
Accelerate delivery and shorten customer time to value.
Ensure engagements conclude with satisfied clients willing to serve as references.
Proactively mitigate and handle critical customer concerns and at-risk accounts, communicating appropriately with internal and external leaders and executives.
Own escalation responses using a consistent, documented process; coordinate escalations for active projects and mentor Professional Services team members in escalation management.
Ensure the team follows quality and time-management processes, including change controls, time-card submissions, status reporting, and 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.
Serve as a frontline resource for best practices and informal customer questions.
Liaise with necessary Smartsheet teams to achieve role objectives.
Perform other duties as assigned.

Benefits

Employer-subsidized medical, vision, and dental coverage for full-time employees.
401(k) match: 50% of the employee contribution up to the first 6% of eligible pay.
Monthly stipend to support work and productivity.
Flexible Time Away Program and sick time off.
Company-sponsored life insurance, short-term disability, and long-term disability coverage for US employees.
12 paid holidays per year for US employees.
Up to 24 weeks of parental leave.
Personal paid volunteer day.
Professional growth and development opportunities, including access to Udemy online courses.
Company-funded perks, including a counseling membership, local retail discounts, and a personal Smartsheet account.
Teleworking options from any registered US location, depending on the role.
Market-competitive incentive opportunity.