Engagement Manager

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. 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 escalati