• Build strategic relationships with essential technical team members within our customer organizations, including the IT Directors, CTO, CIO, and Line of Business leaders, and more. • Demonstrate an understanding of the market forces affecting our customers and offer insight into ways Smartsheet can help our customers meet their goals. • Help customers evolve their IT maturity, improve the productive use of Smartsheet products, and empower IT to make their business better. • Contribute to sustainable growth through partnerships with Services Sales, Success and Consulting team to strategize on ways to create new opportunities within their accounts. • Contribute to our service profitability through portfolio management including contract usage, contribution margin, operational expense management, and revenue growth, in a manner consistent with Smartsheet legal, fiscal and personnel policies. • Understand the Premier Services portfolio, including acquisition services such as Converse.AI, Slope and 10,000ft. • Partner with Strategic Customer Success Managers and Consultants to develop long-term strategies. • Manage the delivery of services across the entire support lifecycle, including Service Delivery Planning, Service Delivery Management, Incident Management / Escalations and Proactive Remediation Services. • Lead virtual teams composed of Smartsheet, partner and customer resources to provide complex solutions that result in a one Smartsheet approach. • Perform other duties as assigned.