Director, Technical Account Management

Demandbase

24d

About The Position

The Director of Technical Account Management (TAM) will lead the strategy, operations, and growth of our high-touch technical advisory function within Professional Services. This role is responsible for ensuring our clients successfully adopt, integrate, and maximize the technical capabilities of our B2B SaaS platform. The ideal candidate is a strategic leader who excels at bridging technical depth with commercial acumen, focusing on proactive risk mitigation, accelerating client time-to-value, and acting as the primary executive technical advocate for our customer base.

Requirements

7+ years of progressive experience in enterprise B2B software, with at least 3+ years managing a team of Technical Account Managers, Solutions Architects, or technical consultants.
Technical fluency in:
CRM applications (SFDC, Microsoft Dynamics, Hubspot, etc.)
Marketing Automation Systems (Marketo, Pardot, Hubspot, Eloqua, etc.)
Understanding of Salesforce automation, lead management and marketing automation.
Proven understanding of key SaaS business metrics (e.g., NRR, GRR, LTV, CAC) and how the TAM function directly influences them.
Demonstrated ability to coach technical experts into effective business advisors and maintain high team morale and utilization.
Exceptional written and verbal communication skills, with proven ability to present complex technical issues and their business implications to C-level executives.
Bachelor’s degree in Computer Science, Engineering, or a related technical field is preferred.

Responsibilities

Strategic Leadership & Function Management (60%)
Strategy & Vision: Define and execute strategy for the TAM function, aligning its objectives directly with Demandbase company objectives and operational efficiency.
Team Leadership & Development: Recruit, coach, and manage a high-performing team of Technical Account Managers. Focus on continuous skills development, particularly the ability to translate complex technical issues into clear business impact.
Operational Excellence: Own the TAM operating model, including defining the service catalog, coverage criteria (which clients qualify for TAM support), and internal processes for technical account handover and escalation management.
Opeational Discipline: Manage the TAM function to ensure TAM utilization rates are balanced between proactive strategic work and reactive technical advisory.
Technical Advocacy & Customer Success (25%)
Executive Escalation Point: Serve as the final escalation point for critical, complex technical issues that threaten a client’s adoption or renewal.
Proactive Risk Mitigation: Develop and implement strategies to proactively identify technical risks, usage bottlenecks, and environmental issues before they become critical client-facing problems.
Client Roadmap Partnership: Oversee the creation and execution of technical roadmaps for strategic clients, ensuring integration plans and architecture align with future product capabilities.
Drive Adoption: Partner with Customer Success Managers (CSMs) to accelerate product usage and feature adoption by removing technical impediments.
Cross-Functional Collaboration & Product Influence (15%)
Product Feedback Loop: Systematically aggregate recurring technical insights, product gaps, and feature requests from the TAM team to provide credible, data-backed input to Product Management and Engineering leadership.
Sales/Pre-Sales Support: Collaborate with the Sales team on high-value deals by providing strategic technical validation, ensuring contracts are properly scoped to avoid future implementation pitfalls.
Documentation & Knowledge: Drive the creation of high-quality internal and external technical documentation, best practices, and playbooks to scale the TAM function and empower clients.