Smartsheet Professional Services

Smartsheet Technical Account Manager

Your business relies on a well-optimized platform for efficiency, scalability, and reliability. Our TAMs bring deep technical expertise to fine-tune your platform, aligning technology with business goals to drive measurable impact and long-term success. As strategic partners, they help translate objectives into solutions that enhance performance, usability, and adoption. In a fast-paced environment, disruptions aren’t an option—our TAMs ensure resilience, security, and scalability, proactively mitigating risks to maintain business continuity.

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TAM Benefits

Improve business performance with a trusted Smartsheet expert by your side.

Technical expertise and platform optimization

  • New feature adoption guidance 
  • Smartsheet platform configuration guidance 
  • Workflow automation & process efficiency guidance
  • Access controls and security guidance
  • Data integration guidance 
  • Platform performance review
  • Integration strategy & API Guidance  

Business alignment and strategic guidance

  • Stakeholder Engagement and alignment
  • Use case alignment and expansion
  • End-user enablement
  • Business process optimization
  • Value realization
  • Governance and best practices development 

Operational resilience and insights

  • Risk Management
  • Proactive Maintenance
  • Incident Management
  • Troubleshooting & Technical  Guidance 
  • Incident Post-Mortem & Continuous Improvement
  • User Access Audits & Policy Reviews
  • TAM Health Check
  • Platform governance guidance 

Have TAM services already but want hands-on support?

Enhanced TAM Services

Enhanced TAM services include hands-on customizations of your solutions & workflows so you can focus on your business priorities.

Features

TAM

Enhanced TAM

Essential features

Dedicated TAM hours, month3648
Business review dashboardxx
Named TAM contactxx
# of named customer contacts per TAM46
1 hour SLA targetxx
24x7 accessxx

Technical expertise and platform optimization

New feature adoption guidancexx
Smartsheet platform configuration guidancexx
Workflow automation & process efficiency guidancexx
Access controls & security guidancexx
Performance reviewxx
Integration strategy & API guidance -x
Hands-on customizations include:  
Customized alerts & notification setup-x
System configuration & tuning-x
Automation & scripting -x
Workflow design & enhancements-x

Business alignment and strategic guidance

Stakeholder engagement & alignmentxx
Use case alignment & expansionxx
End-user enablementxx
Business process optimizationxx
Value realizationxx
Governance & best practices developmentxx
Complex use case configuration -x
Operational maturity assessment -x
Quarterly innovation planning -x

Operational resilience and insights

Risk managementxx
Proactive maintenancexx
Incident managementxx
Troubleshooting & technical guidance xx
Incident post-mortem & continuous improvementxx
User access audits & policy reviewsxx
TAM Health Checkxx
Platform governance guidance xx
Performance insights -x
Business continuity & disaster recovering planning -x
Capacity & performance forecasting -x
Scalability & capacity planning-x

Frequently Asked Questions

  • 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.