Director - Technical Account Management

The Opportunity

Join us as a transformative leader in our services organization, spearheading a pivotal shift from reactive, transactional engagements to proactive, subscription-based partnerships. This career-defining role directly addresses the "Last Mile" challenge, ensuring our technical delivery not only meets specifications but also translates into tangible, executive-level business value for our customers. You will build and lead the engine that drives strategic roadmaps and proves clear ROI, redefining how we deliver value.

What You'll Do

As the Director, Technical Account Management, you will lead a critical transformation, evolving our service delivery from tactical execution to a highly commercial and strategic value proposition. You won't just oversee timelines; you’ll become a chief value driver, understanding and leveraging SaaS metrics like Net Dollar Retention (NDR) to position our FDE Tiers for expansion and churn prevention. This leadership role demands a deep understanding of executive stakeholder management, where you will navigate complex customer landscapes and empower your team to do the same. You will manage the vital intersection of technical delivery and overarching business strategy, ensuring every technical output directly contributes to our customers’ and Sitetracker’s bottom line.

The Skills You'll Have

 Commercial Acumen & Executive Presence:

  -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.

 Transformational Leadership & Team Scaling:

-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.

 Technical Fluency & Delivery Governance:

-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.

 Strategic "Builder" Mentality:

-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.

• Begin transitioning our legacy ETS (Enhancement & Training Subscription) customers into our new FDE Tiers, actively driving the adoption of our subscription model.
• Initiate the operationalization of value validation, working with your team to establish active Strategic Roadmaps and initial Value Validation Plans for our top-tier customers.
• Assess the current TAM/BA team's capabilities and mindset, identifying key areas for upskilling and commencing individual development plans.

• Demonstrate clear progress in FDE Tier adoption and retention, showing a measurable shift from transactional engagements to strategic partnerships.
• Ensure a significant percentage of Strategic Partner & Advanced / Tier 1 customers have well-defined, actively managed Strategic Roadmaps and Value Validation Plans in progress.
• Execute initial training and coaching initiatives, seeing early evidence of the TAM team’s shift towards strategic advising and confident executive QBR participation.

• Achieve your FDE Tier adoption and retention targets, maintaining a >95% renewal rate on FDE subscriptions and proving the financial success of the transformation.
• Ensure 100% of Strategic Partner & Advanced / Tier 1 customers have documented, active Strategic Roadmaps and Value Validation Plans that consistently prove 3x-4x ROI to their C-Suite.
• Fully transform the TAM/BA team into a high-performing group of strategic, trusted advisors who comfortably lead executive QBRs alongside Customer Success, establishing an industry-standard FDE methodology that defines the future of value delivery.