Director, Technical Account Management
New
T
Total ExpertFinancial services SaaS
Remote, US; remote for qualifying candidates residing outside of the Coppell, TX or Minneapolis, MN areas.Full-TimeDirector
SalaryThe anticipated base salary range for this role is $160,000 - $200,000 annually. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan.
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Job Details
- Required Skills
- Data AnalysisRESTful APIs
Requirements
- Experience leading a customer-facing technical delivery organization, such as technical account management, managed services, professional services or technical customer success, including through managers or team leads.
- Own a services or subscription revenue line, including growth, expansion and forecast accuracy; experience packaging informal or unpaid services is a strong signal.
- Experience with capacity planning, utilization and backlog management in a billable or subscribed-hours model.
- Demonstrated administration and configuration expertise with a complex, highly configurable SaaS platform, or the ability to reach expert level on Total Expert quickly.
- Strategic fluency in APIs, integrations and data, including experience shaping and leading an integration or data initiative.
- Demonstrated use of AI and automation to expand delivery-team capabilities, including familiarity with agentic or MCP-style tooling.
- Experience partnering with Finance and Sales on pricing and packaging and maintaining scope boundaries with Professional Services.
- Experience working with strategic customers at executive level, including escalations and difficult commercial conversations.
- People management and development experience focused on accountability, continuous learning and building technical skills.
- Willingness to travel up to 10%.
- Preferred: mortgage, banking, credit union or broader financial services experience, including familiarity with LOS, POS, pricing engines and lender martech.
- Preferred: vertical SaaS experience in a regulated industry, Planhat or comparable customer success platforms, AI/MCP integration tooling, technical competency programs, or BI and visualization tools.
Responsibilities
- Own Admin Copilot revenue, forecast recurring subscription performance, and drive expansion and retention of subscribed time blocks.
- Convert legacy designated-TAM and POD-funded work into support functions or paid services, and partner on pricing, packaging and revenue tracking.
- Expand the service catalog, use AI and Total Expert extensibility tools to increase delivery capability, and productize reusable integrations, blueprints, libraries and scripts.
- Define service boundaries across Admin Copilot, SOWs, partners and product roadmap, and evolve POD boundaries to route requests appropriately.
- Set the team's technical competency model, certify skills, enforce quality standards, and lead enablement for platform and AI capabilities.
- Plan capacity across delivery models, manage utilization and backlog, and maintain turnaround commitments and execution quality.
- Lead technical work in customer accounts, including activation, configuration, data hygiene and platform optimization.
- Build value reporting with CS Operations and data teams, and equip CSMs and Sales with evidence for renewal, risk mitigation and expansion.
- Lead and develop Technical Account Managers and Team Leads, establish career paths and performance metrics, and define hiring practices.
- Partner with Customer Success, CS Operations, Product, Engineering, Sales and Finance on account strategy, tooling, roadmap feedback, pricing and delivery.
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