Implementation Specialist (Remote Eligible - Costa Rica)

Smartsheet • San Jose, CA

5d • Remote

About The Position

Smartsheet is seeking an experienced Implementation Specialist to guide customer enablement and product adoption by delivering fixed-fee, fixed-scope services packages. The specialist works closely with customers and Account Teams to implement sold Packaged Services and provide a positive experience for both new customers and existing customers seeking to enhance their use of Smartsheet. The role focuses on accelerating adoption, supporting retention, and identifying expansion opportunities. This full-time position reports to a Manager of Solution Services based in Costa Rica.

Requirements

• Strong time management skills.
• Experience in client-facing roles while working with multiple clients simultaneously.
• Ability to react, solve problems, and gather information.
• Experience managing customer expectations and resolving scope conflicts.
• Highly motivated, resourceful team player.
• Bachelor’s degree or an equivalent combination of relevant work experience and education; minimum two years.
• Hands-on working experience configuring, customizing, and implementing SaaS applications.
• Demonstrated experience using AI tools to improve outcome efficiencies.
• Project management skills, including timeline and scope management and project execution.
• Strong communication skills, including the ability to explain technical subjects to non-technical end users.
• Experience with problem solving and risk resolution.
• Willingness to travel periodically, up to 10%, based on customer and business need.

Responsibilities

• Lead multiple concurrent engagements implementing Smartsheet across different industries and use cases, helping customers realize value from the platform.
• Collaborate with customer stakeholders to manage timelines, scope, and change requests.
• Design, demonstrate, and build Smartsheet solutions that address new and existing customer needs.
• Develop and maintain deep technical knowledge of Smartsheet, including premium products.
• Identify product and services expansion opportunities within customers’ user bases.
• Advise customers on Smartsheet platform best practices and capabilities at scale across industries and business functions.
• Meet or exceed role-aligned key performance indicator (KPI) targets.
• Accomplish other tasks as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level