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?

TAM & Enhanced TAM Services Scope of Work Examples

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

TAM

Enhanced TAM

Essential features

Monthly dedicated TAM hours3648
# of named customer contacts per TAM46
Hands-on support for the building, testing and deployment of modifications to an existing solution-x
1 hour SLA targetxx
Named TAM contactxx
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 xx
Hands-on customizations include:  
System configuration & tuningxx
Automation & scripting xx
Workflow design & enhancementsxx

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 xx
Operational maturity assessment xx
Quarterly innovation planning xx

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 xx
Business continuity & disaster recovering planning xx
Capacity & performance forecasting xx
Scalability & capacity planningxx

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.

Ready to learn more?

Contact your Smartsheet representative today.

Contact us Learn more about TAM