Implementation Specialist

Job description

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.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Trust is one of our core values, and as an organization, we execute that core value by maintaining and innovating on systems, processes and programs that secure our customers’ data.

We are looking for an experienced SaaS enablement specialist 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.

You Will:

• Lead multiple (15-20) 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

You Have:

• 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
• Highly motivated and resourceful team-player
• 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
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end user personnel in large enterprises
• 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
• Hands-on working experience in the configuration, customization, and implementation of SaaS applications
• Business process optimization experience
• Experience with Agile project management methodologies and/or software development lifecycle methodologies
• Management or Technology Consulting experience

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc.
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks including a counseling membership and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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