Director, Technical Account Consulting

Rippling People Center Inc.•Austin, TX

46d

About The Position

We are seeking a strategic and operationally-driven Director to lead our global Technical Account Consultant (TAC) team. This is a high-impact leadership role responsible for the vision, strategy, and execution of our entire TAC function. As a Director, you will lead a team of managers and highly-skilled post-sales consultants, fostering a culture of customer obsession, technical excellence, and continuous improvement. The ideal candidate is a proven leader who has experience scaling a specialized organization of technical consultants, is passionate about developing talent, and thrives in a fast-paced, cross-functional environment. You are not just a manager, but a builder who can set a multi-year strategy for how TAC acts as a driver for customer retention and value realization.

Requirements

A minimum of 7 years of professional experience leading a Professional Services, Solutions Consulting, or Customer Success team within a fast-paced environment, startup, or SaaS organization
Proven track record of scaling a specialized team through a period of high growth.
Deep understanding of team metrics: You are data-driven and know how to use KPIs (CSAT, TTR) to manage performance and drive improvements.
Expertise in tools and project management systems (e.g., JIRA, Salesforce, Slack)
Exceptional communication and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences, including executives.
A "Player-Coach" mindset: You are comfortable setting high-level strategy but can also roll up your sleeves to manage a high-stakes customer escalation.

Responsibilities

Strategic Leadership: Define and execute the long-term vision and strategy for the global TAC organization, aligning with broader company objectives.
Team & Talent Development: Lead, mentor, and inspire a team of leaders and individual contributors. Own the hiring, onboarding, and career development to build a world-class, engaged, and high-performing team.
Operational Excellence: Own all customer engagement motions. Develop and refine KPIs, SLAs, and processes to optimize for efficiency, customer satisfaction (CSAT), and time to value realization.
Cross-Functional Collaboration: Serve as the primary advocate for the customer and the voice of TAC to executive leadership. Build deep partnerships with Product (feedback loop), Solutions Consulting (pre-to-post sales handoff), and Technical Account Management/Account Management (account health).
Business & Financial Acumen: Manage the TAC budget, resource planning, and forecasting. Deliver regular, data-driven business reviews to leadership on team performance, trends, and strategic initiatives.

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