Engagement Manager

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About This Role

Smartsheet operates as a technology company delivering simple no-code tools that enable teams to manage projects, automate workflows, and build secure solutions. The enterprise currently seeks an Engagement Manager within its Customer Excellence and Professional Services division. In this position, the professional serves as a trusted advisor to key clients, guiding large and transformative enterprise projects while driving customer satisfaction. The role involves working alongside sales and delivery teams during…

Job Description

Responsibilities

• Support the account team in pre-sales scoping and discovery activities through workshops and planning sessions
• Onboard and schedule necessary staff resources to maximize utilization, impact, and client results
• Direct cross-functional and partner project teams while managing competing demands across simultaneous strategic client engagements
• Monitor engagement and client revenue forecasting for monthly and quarterly targets
• Supervise project scheduling, milestone reviews, budgets, and contracted deliverables
• Manage project P&L to achieve targeted margin outcomes
• Lead project reviews for management and clients, including participation in customer Quarterly Business Reviews
• Identify follow-on opportunities within current accounts and accelerate client delivery to shorten time to value
• Handle critical customer concerns, mitigate at-risk accounts, and execute documented escalation processes
• Contribute to the creation of the Smartsheet Delivery Methodology, PMO functions, and standard operating procedures

Requirements

• Over four years of professional customer-facing experience, ideally at a software or SaaS provider
• Minimum of two years of enterprise-level project and program management experience
• At least two years of experience leading customer-facing engagements within the enterprise space
• Demonstrated experience managing large billable projects for external customers
• Familiarity with generative AI tools used for drafting, analysis, and process design, paired with judgment regarding confidentiality and data handling
• Familiarity with modern services deployment methodologies focusing on software design and development
• Experience using formal project management tools and expertise in scope control for fixed-fee engagements
• Authorized to work on an ongoing basis in the United States
• Willingness to travel periodically up to 20 to 30 percent based on customer and business needs

Qualifications

• Advanced degree at the master's level or an equivalent combination of education and relevant work experience
• Project Management Professional Certification
• Certified Scrum Master
• Lean or Six Sigma certification
• Smartsheet Core and/or Project Management Certification, or the ability to secure the Smartsheet Certified Professional credential within three months
• Experience with process improvement and building tools and processes that support team success

Core Skills

Benefits

• Employer-subsidized medical, vision, and dental coverage for full-time personnel
• 401k match program contributing 50 percent of employee contributions up to the first 6 percent of eligible pay
• Monthly stipend dedicated to supporting work and productivity
• Flexible time away program alongside paid sick time off
• Company-sponsored life insurance, short-term disability, and long-term disability plans
• Twelve paid holidays per year
• Up to 24 weeks of parental leave
• Personal paid volunteer day
• Access to professional growth opportunities including Udemy online courses
• Counseling membership, local retail discounts, and a personal Smartsheet account

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