Implementation Specialist (Remote Eligible - Costa Rica)

Job description

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. ### **Implementation Specialist** We are looking for an experienced Implementation Specialist to guide customer enablement and product adoption for Smartsheet customers by delivering fixed fee, fixed scope services packages. As an Implementation Specialist, you will work closely with the Customer and Account Teams to achieve successful implementations of sold Packaged Services. You will ensure customers have the best experience whether they are new to Smartsheet or mid-journey and looking to enhance their experience. Your primary role is to expedite adoption, bolster retention and identify expansion opportunities. This full-time position reports to a Manager of Solution Services based in Costa Rica. You Will: - Lead multiple 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 You Have: - Strong time management skills. - Experience in client facing roles working with multiple clients simultaneously - Ability to react, solve problems, and gather information - Experience managing customer expectations and resolving conflicts in scope - Highly motivated and resourceful team-player - Bachelor’s degree or equivalent combination of relevant work experience and education (minimum 2 years) - Hands-on working experience in the configuration, customization, and implementation of SaaS applications - Demonstrative experience leveraging AI tools to improve outcome efficiencies - Project Management skills: timeline, scope management, project execution. - Strong communication skills with the ability to explain technical subjects to non-technical end user personnel - Experience with problem solving and risk resolution - Willing to travel periodically (up to 10%) based on customer and business need **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, India, and Singapore. 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. #LI-Remote