Director, Technical Account Management

NinjaTrader•Chicago, IL

1d•$165,000 - $185,000•Hybrid

About The Position

NinjaTrader is seeking a Director of Technical Account Management to lead and build a Technical Account Management function. This role involves owning the vision, structure, and execution of the team, defining how NinjaTrader engages with its most strategic partners, and setting high standards for partner relationships. The Director will be hands-on, managing a team of Technical Account Managers, directly overseeing complex and high-revenue partner relationships, and serving as the executive escalation point. On-call availability is required. The position is based in Chicago, IL, with potential remote flexibility for exceptional candidates in specific states. The company offers a hybrid work schedule for Chicago-based employees.

Requirements

8+ years in a technical customer-facing role such as Technical Account Management, Solutions Engineering, Customer Success, or Technical Program Management in a SaaS, fintech, or market data context.
3+ years in a people management or team leadership role, with a track record of building and developing high-performing technical teams.
Proven experience managing complex B2B relationships at the executive level and delivering measurable outcomes across technical and commercial stakeholders.
Demonstrated ability to build organizational structure from scratch or in an early-stage environment, including defining roles, setting standards, and hiring to a model.
Deep familiarity with RESTful APIs, OAuth, JSON, WebSockets, and cloud platforms (GCP, AWS, or Azure).
Ability to engage credibly with engineers and architects by understanding integration patterns, diagnosing technical issues, and providing actionable guidance.
Strong working knowledge of cloud architecture, data streaming, and middleware solutions.
Comfort reviewing technical SOWs, integration specifications, and implementation plans.
Exceptional executive presence with the ability to lead high-stakes partner conversations, de-escalate crises, and represent NinjaTrader at the senior level.
Cross-functional fluency; equally effective in a room with engineers, product managers, and C-suite executives, with the ability to translate between all three.
Strong organizational skills and the ability to manage multiple large accounts and team operations simultaneously in a fast-paced environment.
Data-driven mindset with experience tracking key metrics, building dashboards and reporting, and using insights to drive team performance.

Nice To Haves

Background in trading platforms, market data systems, or financial services (futures, equities, or derivatives).
Familiarity with financial regulatory compliance frameworks such as SOC 2 and PCI-DSS.
Experience building or formalizing a Technical Account Management, Customer Success Management, or Solutions Engineering function at a growth-stage company.
Comfort with scripting languages such as Python or JavaScript for debugging, proof-of-concept development, or enablement tooling.
Prior experience working with or alongside API support tiers and a strong understanding of L1/L2/L3 escalation models.

Responsibilities

Establish and enforce service standards, QBR cadences, partner communication protocols, and escalation frameworks across the team.
Build and maintain a Technical Account Management department that serves partners across all NinjaTrader business units.
Serve as executive sponsor and escalation point for NinjaTrader's highest-revenue and highest-complexity partner relationships.
Run executive business reviews (EBRs) with C-level and VP-level stakeholders at key partner organizations.
Own team-level KPIs including Time-to-First-Trade (TTFT), Net Revenue Retention (NRR), partner satisfaction, and SLA performance.
Establish a structured weekly or bi-weekly vendor cadence across the team to surface blockers, align on priorities, and set clear expectations.
Aggregate product feedback and technical pain points from across the partner portfolio and deliver prioritized, actionable inputs to Product and Engineering leadership.
Influence the product roadmap on behalf of NinjaTrader's most strategic partners.
Partner with Engineering and Product to get partner needs scoped, sequenced, and delivered while setting clear, credible expectations back to partners on timelines.
Champion enablement content development such as API documentation, partner-facing resources, and onboarding materials.