Director of Technical Account Management

Sitetracker•Montclair, NJ

21h•$190,000 - $220,000

About The Position

Sitetracker is seeking a Director of Technical Account Management to lead the transformation of its Services organization from reactive, transactional delivery to proactive, subscription-based customer partnerships through FDE Tiers. The Director will lead a global team of Technical Account Managers (TAMs), helping them connect technical delivery to customer business outcomes, build strategic roadmaps, validate value, and serve as trusted customer advisors. This role will shape the operating model, develop the team, and influence customer retention, expansion, and how Sitetracker delivers ongoing value. The Director will coach TAMs to lead executive conversations, challenge customers constructively, align technical priorities with business outcomes, and communicate Sitetracker’s value. In partnership with Customer Success, the role will build executive relationships and establish strategic roadmaps and value-validation plans for priority customers. The Director will help customers link technical investments to measurable KPIs and ROI while supporting the move from legacy SOW-based engagements to subscription-based FDE Tiers. Working across customers, Customer Success, Product, and Engineering, the Director will translate business goals into technical requirements, assess roadmap feasibility and scalability, and hold Engineering Pods accountable for delivery. The role will also establish scalable operating processes, including roadmap and intake frameworks and customer health and impact metrics. Within the first 90 days, the Director is expected to learn the current organization, portfolio, FDE Tiers, and delivery model; build cross-functional relationships; assess the TAM/BA team; and begin engaging strategic customers. Within 180 days, the Director should establish consistent roadmap and value-validation practices, shift the team toward proactive customer engagement, improve cross-functional operating rhythms, and introduce operational measures. Within 365 days, the Director should have built a scalable TAM operating model and a team capable of executive-level customer engagement, driven FDE Tier adoption and retention with a goal of greater than 95% renewal across FDE subscriptions, ensured relevant customers have roadmaps and plans designed to demonstrate 3–4x ROI, and established a repeatable model to strengthen NDR and Gross Margin.

Requirements

Proven track record managing a high-value portfolio of enterprise customers and navigating complex C-level relationships.
Experience leading executive QBRs and connecting technical delivery to business KPIs, measurable outcomes, and ROI.
Understanding of SaaS metrics, including NDR, ARR, and Gross Margin, and how technical customer organizations influence retention and expansion.
Experience supporting renewals, expansion, or transitions to new commercial or pricing models for enterprise customers.
Direct ownership of NDR or similar retention targets and/or experience building a value-validation framework that demonstrates measurable customer ROI.
Experience leading customer-facing technical or strategic teams and developing people into trusted customer advisors.
Experience hiring, onboarding, coaching, and scaling teams across global or remote environments.
Experience leading teams through complex customer escalations and providing direction in high-pressure situations.
Experience successfully leading a team through a significant organizational or business-model transformation.
Strong understanding of Agile methodologies and the software development lifecycle, with the ability to partner effectively with Engineering and Product leaders.
Ability to translate high-level customer and business goals into actionable technical requirements and roadmaps.
Experience resolving delivery friction across Customer Success, Engineering, Product, and other customer-facing teams.
Foundational understanding of enterprise integrations and SaaS architecture.
Ability to define and track operational health and customer impact metrics.
Comfort operating in ambiguity and building structure where a mature playbook does not yet exist.
Ability to balance immediate customer and delivery needs with processes that scale as the organization grows.

Nice To Haves

Experience leading a transformation within a SaaS or recurring-revenue environment.
Previous experience as a Solutions Architect, Sales Engineer, technical implementation leader, or in another role bridging business and technical stakeholders.
Experience building or significantly evolving a TAM, Customer Success, or Professional Services function within a scaling SaaS organization.

Responsibilities

Lead and evolve the Technical Account Management organization, shifting it from tactical execution toward proactive, strategic customer partnership.
Hire, onboard, coach, and scale a global TAM team, developing team members into trusted customer advisors.
Coach TAMs to lead executive conversations, challenge customers constructively, connect technical priorities to business outcomes, and articulate customer value.
Partner with Customer Success to build executive stakeholder relationships and create strategic roadmaps and value-validation plans for priority customers.
Help customers connect technical investments to measurable business KPIs and ROI.
Support the transition from legacy SOW-based engagements to subscription-based FDE Tiers.
Coordinate across customers, Customer Success, Product, and Engineering to align customer priorities and delivery.
Translate business objectives into technical requirements and roadmaps, assess feasibility and scalability, and hold Engineering Pods accountable for delivery.
Resolve delivery friction across Customer Success, Engineering, Product, and other customer-facing teams.
Build operational processes and frameworks, including strategic roadmaps, intake processes, customer journey resources, and customer health and impact metrics.
Establish operating rhythms and clearer accountability between TAMs, Customer Success, and Engineering Pods.
Track customer impact, FDE adoption, delivery health, team effectiveness, retention, and expansion.
Drive FDE Tier adoption and retention, with a stated goal of greater than 95% renewal across FDE subscriptions.
Ensure Strategic Partner and Advanced/Tier 1 customers have active Strategic Roadmaps and Value Validation Plans designed to demonstrate 3–4x ROI.
Build a repeatable operating model that strengthens NDR and Gross Margin.