Director – Technical Account Management

Role Overview

• Join us as a transformative leader in our services organization, spearheading a pivotal shift from reactive, transactional engagements to proactive, subscription-based partnerships.
• Directly addresses the "Last Mile" challenge, ensuring our technical delivery meets specifications and translates into tangible business value for our customers.
• Build and lead the engine that drives strategic roadmaps and proves clear ROI, redefining how we deliver value.
• Lead a critical transformation, evolving our service delivery from tactical execution to a highly commercial and strategic value proposition.
• Become a chief value driver, understanding SaaS metrics like Net Dollar Retention (NDR) to position our FDE Tiers for expansion and churn prevention.
• Manage the intersection of technical delivery and overarching business strategy, ensuring every technical output contributes to our customers’ and Sitetracker’s bottom line.

Requirements

• Proven track record managing a high-value enterprise book of business.
• Demonstrated experience leading executive QBRs and defining business KPIs.
• Strong understanding of SaaS metrics, including NDR, ARR, and Gross Margin.
• Has directly owned and exceeded NDR targets for a portfolio of Fortune 500 accounts.
• Has built and successfully implemented a "Value Validation" framework from scratch.
• Demonstrates having managed customer facing technical or strategic teams over a sustained period of time.
• Experience hiring, onboarding, and scaling global or remote teams effectively.
• Demonstrated ability to coach direct reports on executive communication and strategic pushback.
• Has successfully led a team through a major business model or organizational transformation.
• Has created internal training academies or structured career pathing for TAMs.
• Deep understanding of Agile methodologies and software development life cycles (SDLC).
• Ability to accurately translate high-level business goals into actionable technical requirements.
• Experience resolving delivery friction between Customer Success, Engineering, and Product teams.
• Previous background working as a Solutions Architect, Sales Engineer, or highly technical implementation lead.
• Has successfully scaled Agile delivery models across a large portfolio of enterprise accounts.
• Experience creating standardized customer journey maps, templates, or strategic roadmaps.
• Ability to define, track, and report on operational health metrics, such as Impact Scores.
• Comfortable operating in a highly ambiguous, fast-paced environment where playbooks are being built.
• Has built a TAM, Customer Success, or Professional Services function from the ground up at a scaling SaaS company.
• Recognized industry thought leadership (blogs, speaking engagements) on customer-centric engineering or technical account management.

Tech Stack

• SDLC

Benefits

• Health insurance
• Retirement plans
• Paid time off
• Flexible work arrangements
• Professional development