Smartsheet Technical Account Manager

Account administration:

• Review of personal settings, licensing, merging accounts, and SAML/SSO. 
• Configure backup for your Smartsheet sheet and dashboard data. 
• Bulk Domain Validation: TAM validates and activates customer domains. 

Control Center support and optimization: 

• Troubleshoot your programs to ensure Control Center is being used effectively.
• Review Blueprint(s) for potential improvements.
• Guidance on how to use SCC features such as Global Updates, archiving, and automation. 

Security administration of your account:

• A review of domain validation, approved domain sharing, user auto provisioning, and Directory Integration. 
• Connector best practices and an audit of your Connectors. 

Building Smartsheet solutions:

• Best practices coaching on how to leverage Smartsheet Advance capabilities & Resource Management by Smartsheet to up level your Smartsheet solutions and workflows.
• Guidance on how to leverage Smartsheet premium capabilities to up level your Smartsheet solutions and workflows.

Guidance may also include directing the customer to existing training resources such as:

• ProDesk  if the customer has Professional Support Package)
• Smartsheet University
• Help & Learning articles

System Configuration & Tuning

• Optimize Control Center blueprint configurations to reduce provisioning time and improve governance.
  Tune dashboards and reports to reduce load times and improve responsiveness for enterprise-level portfolios.
• Centralize user management using Group Admin features and automate license provisioning via Bridge or Data Shuttle.
• Clean up redundant automations and unused sheets to enhance platform performance and reduce admin overhead.

Workflow Automation

• Build cross-departmental workflows that move project records through lifecycle stages using automation rules.
• Automate task assignments and reminders based on project type and team capacity using formulas and workflows.
• Use Bridge workflows to integrate Smartsheet with external systems (e.g., Jira, Salesforce) to reduce manual updates.

Process Efficiency

• Identify and consolidate duplicate or outdated sheets to simplify portfolio reporting and reduce confusion.
• Redesign approval workflows to eliminate bottlenecks and reduce cycle times.
• Analyze usage patterns and recommend sheet consolidation or role reassignments to drive more efficient collaboration.

Automation & Scripted Guidance 

• Design and document complex, multi-step automations that replace manual workflows using triggers and conditional paths.
• Evaluate customer business processes and propose custom Bridge workflows to handle edge cases or recurring tasks.
• Provide code snippets or logic flow examples to help customers develop internal scripts for Smartsheet data manipulation (e.g., via Bridge or external tools).

Data Integration Support

• Support the setup of recurring data offloads from Smartsheet to cloud storage (e.g., Box, OneDrive) for backup or analytics.
• Troubleshoot broken Data Shuttle workflows and guide customers on error handling and optimization.

Access Controls & Security Implementation

• Set up group-level access models that support least-privilege principles and scalable user onboarding.
• Assist in implementing SSO and SCIM provisioning for user lifecycle management via enterprise identity providers.
• Conduct access audits and provide remediation guidance to align with compliance or internal security standards.

Business Continuity & Disaster Recovery Planning

• Design contingency workflows to keep critical processes running during platform outages or user turnover.
• Set up version-controlled templates and workspace cloning strategies to enable rapid restoration of key projects.
• Establish routines for regular audit and export of critical data for compliance or continuity purposes.

Capacity & Performance Forecasting

• Identify at-risk workflows approaching Smartsheet limits (e.g., row count, automation rules, cell links) and propose mitigation steps.
• Model expected platform demand based on project pipeline or expansion plans.
• Review Control Center portfolio scaling patterns and recommend adjustments to blueprints to support future volume.
• Provide forecasting dashboards or reports that help leadership monitor usage trends and anticipate performance impacts.

Advisory on Scalability & Capacity Planning

• Evaluate team workflows to determine scalability constraints and advise on modular design or sheet partitioning.
• Recommend Smartsheet features (e.g., Control Center, Dynamic View, Bridge) based on business growth and workload expansion.
• Assist in redesigning existing architecture to support an increase in users, workflows, or data volume.
• Provide tailored roadmap recommendations for phased platform expansion (e.g., start with PMO, then expand to Ops and Finance).
• Offer benchmark comparisons and lessons learned from similar customers scaling on Smartsheet.

• TAM offering provides, on average, 36 hours of delivery per month. Hours do not carry over to the next month. 
• Language: Services are provided in English only. 
• Region: Service is available for US & EU customers only. 
• TAM is a one-year, recurring subscription. To cancel or downgrade the TAM service, customers must provide at least 30 days notice before their renewal.
• Place of Performance: Virtual 
• NOT a dedicated support rep for ALL users in an organization (contact limited to 4 named users).
• TAM services does not include hands-on solution customization and build. Guidance on building Smartsheet solutions is limited to best practices coaching on leveraging Smartsheet capabilities to up level the customer’s Smartsheet solutions and workflows.
• Brandfolder is not yet supported by the TAM Program but will be at a future date.
• The TAM Service Offering requires at least one named customer resource to serve as the Solution Owner to partner with the TAM.  This person is preferably a business budget owner.   This Solution Owner is required to participate in quarterly alignment meetings with TAM Management.

• Based on an annual contract.
• Enhanced TAM Services offering provides a total of 48 hours of delivery per month. Hours do not carry over to the next month.
• Enhanced TAM services is an add-on to TAM services only.
• The Enhanced TAM Services will be assigned to an account for the period of the contract.
• The Enhanced TAM resource works with up to 6 customer designated contacts (3 solution owners and 3 key contacts).
• Customers named Enhanced TAM resource is available up to 12 hours per week between normal business hours of 8am to 5pm (based on customer location) Monday - Friday with response times of within **one hour (1 hour) of reporting the incident, or accessible by pager outside of normal business hours for critical situation support.
• Enhanced TAM Services enables hands-on enhancements to “existing” solutions only. No new development is done.  There are no limits to the number of hours for enhancements other than the 48 hour level of effort a month.
• Solution modifications excludes: API
• Enhanced TAM Services does not replace the need to hire professional services in certain scenarios.
• Assigned TAM Enhanced resource may delegate the resolution of support tickets to the Smartsheet Support Team when in the best interest of meeting assigned customer priorities.