Director, Technical Account Management
New
T
TogetherworkSaaS Software
Fully RemoteFull-TimeDirector
Salary$140,000/year
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Job Details
- Experience
- 8-10+ years
- Required Skills
- SQLSalesforceJiraRESTful APIsCustomer SuccessSaaSZendesk
Requirements
- 8-10+ years of experience in technical account management, premium support, or customer engineering.
- 3-5+ years of management or leadership experience in customer-facing technical teams.
- Demonstrated history of building, scaling, or improving enterprise support or TAM functions.
- Strong technical aptitude including understanding of software architecture, APIs, integrations, and data flows.
- Experience using SQL or similar tools to analyze data from relational databases.
- Commercial awareness and experience partnering with Sales/Finance to monetize support offerings.
- Excellent written and verbal communication skills with executive presence.
- Experience working cross-functionally with Product, Engineering, and Customer Success.
- Ability to define strategy, operating models, playbooks, and KPIs from scratch.
- Proficiency with CRM, ticketing, and analytics tools such as Salesforce, Zendesk, Jira, or similar.
Responsibilities
- Design and launch the TAM premium support program including service tiers, staffing models, and customer eligibility criteria.
- Partner with Sales and Finance to define commercial models, pricing, and packaging for the premium support offering.
- Lead technical health initiatives for premium customers, including proactive support trend analysis and escalation ownership.
- Hire, onboard, and coach a high-performing team of Technical Account Managers.
- Establish KPIs and dashboards to track program profitability, customer adoption, and revenue impact.
- Collaborate with Product and Engineering teams to advocate for customer-impacting defects and reliability concerns.
- Manage high-pressure escalations and executive-level communication for complex technical issues.
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