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Sr. Implementation Specialist (Remote Elegible - Costa Rica)
About the position
For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday. 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. When was the last time you had an opportunity to work at a company that was forging an industry and helping people get from idea to impact - fast? Smartsheet's purpose is to empower everyone to improve how they work. We are looking for people with experience in the configuration, customization, and implementation of SaaS applications to join our team as a Senior Implementation Specialist to guide engagement and product adoption for launch customers. As an Implementation Specialist you work closely with Sales, Customer Success, Training and Consulting teams to achieve successful implementations and drive reduced time to adoption. You will ensure customers have the best experience right out of the gate, leading to faster adoption, increased retention rates and expansion opportunities for Smartsheet. This full-time position reports to a Manager of Solution Services in Costa Rica.
Responsibilities
- Lead multiple (12-15) concurrent engagements to implement Smartsheet across a variety of client industries and use cases, ensuring your clients are gaining the most value from the Smartsheet platform
- Collaborate with customer stakeholders to drive timelines, manage scope, and change requests
- Design, demonstrate, and build Smartsheet solutions that fit within new & existing customer business needs
- Gain and maintain deep technical knowledge of Smartsheet including premium products
- Identify product and services expansion opportunities for Smartsheet with the customer's user base
- Serve as an advisor on best practices and capabilities of the Smartsheet platform at scale across a variety of industries and business functions
- Meet or exceed key performance indicator (KPI) targets aligned to the role
- Accomplish other tasks as assigned
- Implement packaged solutions from the Services Catalog in an accelerated time to value manner
- Advise and prescribe best practices for solution implementation within the context of the package
- Recommend tangential solutions and scalability to propel the customer along the Customer Journey map, leveraging all Professional Services offerings
- Expand upon best practice package designs and help evolve the Catalog offerings
- Act as a mentor to your team fostering growth and efficiency in customer adoption
- Navigate customer conversations, trial new techniques to enhance your soft skills and engagement leadership capabilities, to become a trusted partner and advisor to your customers business problems
- Accomplish other tasks as assigned
Requirements
- A Bachelor's degree or equivalent combination of relevant work experience and education (minimum 3-5 years)
- Hands-on working experience in the configuration, customization, and implementation of SaaS applications
- Project Management skills: timeline, scope management, project execution.
- Strong foundation in the development of spreadsheet formulas (Excel, Google Sheets, Smartsheet, etc) and logic.
- Experience collaborating with customers to understand business requirements and translate them into a SaaS based solution
- Strong communication skills with the ability to explain technical subjects to non-technical end user personnel
- Experience with problem solving and risk resolution
- High level of motivation, self-starter, excellent at follow-up, team-player with ability to deliver within defined timelines in order to promote a collaborative environment and superior team performance
- Ability to build trusted relationships with customers and effectively communicate with them about the engagement and if there are potential risks/blockers in a proactive way
- Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
- Demonstrated ability to succeed in a fast-paced, dynamic, growth-oriented environment with the ability to quickly adjust between clients and use cases
- Business process optimization experience
- Experience with Agile project management methodologies and/or software development lifecycle methodologies
- Management or Technology Consulting experience
- Teleworking options from any registered location in Costa Rica (role specific)
