Director, Technical Account Management

Total Expert

5d•$160,000 - $200,000

About The Position

Total Expert is hiring a Director of Technical Account Management to grow Admin Copilot, its subscription-based technical services offering, into a durable and scalable recurring-revenue business. The role owns the Admin Copilot revenue line, including contracted CARR, time-block expansion, retention, forecasting, pricing and packaging in partnership with Finance, Sales and Professional Services. The leader will build delivery capabilities ahead of demand, expand the service catalog, migrate legacy designated-TAM and POD-funded work into appropriate paid services, and make realized customer value visible to support renewals and expansion. The Director will set the team's technical standards and competency model, develop technical enablement, and use AI and Total Expert's extensibility tools to increase the value delivered per subscribed hour. The role also owns capacity planning, utilization, backlog health, delivery quality and hiring needs across Admin Copilot, POD and transitional delivery models. It leads Technical Account Managers and Team Leads, develops career paths and specializations, and establishes accountability tied to customer outcomes and business results. The position works closely with Customer Success Management and Operations, Product and Engineering, Sales, Finance and Professional Services. It serves as the internal voice of the customer and an external trusted technical advisor. Candidates in Coppell, Texas, or Minneapolis, Minnesota, work a hybrid schedule with three on-site days per week; qualifying candidates outside those areas may work remotely. Up to 10% travel is required.

Requirements

Experience leading a customer-facing technical delivery organization, such as technical account management, managed services, professional services or technical customer success, including through managers or team leads.
Accountability for a services or subscription revenue line, with ownership of growth, expansion and forecast accuracy.
Experience with capacity planning, utilization and backlog management in a billable or subscribed-hours model, and ability to develop value and staffing cases.
Credibility administering and configuring a complex, highly configurable SaaS platform, with the ability to earn the trust of customer administrators and technology leaders and engage substantively with Product and Engineering.
If platform depth was developed on another platform, demonstrated ability to reach expert level on Total Expert's platform quickly.
Strategic fluency in APIs, integrations and data sufficient to shape platform connections and direct technical talent; ability to explain an integration or data initiative led, including decisions and rationale.
Demonstrated use of AI and automation to expand a delivery team's capabilities, including familiarity with agentic or MCP-style tooling.
Experience partnering with Finance and Sales on pricing and packaging and maintaining clear scope boundaries with Professional Services.
Experience working with strategic customers at the executive level, owning escalations and difficult commercial conversations.
People-management and development experience grounded in accountability, continuous improvement and building technical skills in others.
Understanding of platform configuration and administration, enterprise user, role, permission, hierarchy and multi-brand structures, and customer-process translation into scalable platform configuration.
Ability to assess integration designs, including data direction, triggers, tradeoffs and risks, and determine whether work belongs in Admin Copilot, an SOW, with a partner or on the product roadmap.
Data fluency to frame questions, interpret results, direct query work, scope and verify data hygiene, and define defensible value metrics.
Ability to use AI tooling for configuration, QA, documentation and value reporting; judge AI output quality, identify where human verification is needed and handle customer data responsibly.
Knowledge of development concepts and tools including APIs, SQL, scripting languages such as Python and JavaScript, middleware, iPaaS and AI agents, sufficient to judge feasibility, effort and team skill needs.
Comfort with technical delivery tools such as Jira, Confluence, support systems and knowledge bases, and ability to assess and route technical escalations.
Understanding of compliance considerations including TCPA, DNC, consent capture, suppression, audit logging and communication controls, while recognizing that regulatory responsibility rests with the lender.
Ability to handle PII and NPI appropriately, understand role-based access and data-retention expectations, and engage with customer security and compliance reviewers.
Authorization to work for any employer in the United States; the company cannot sponsor or take over sponsorship of an employment visa.

Nice To Haves

Mortgage, banking, credit union or broader financial services experience, including familiarity with LOS, POS, pricing engines and lenders' martech ecosystems.
Vertical SaaS experience, particularly in a regulated industry.
Familiarity with Planhat or comparable customer success platforms.
Experience using AI and MCP or similar AI integration tooling in a delivery context.
Experience building a technical certification or competency program for a delivery team.
Experience with business intelligence and visualization tools beyond spreadsheets.
Experience turning an informal or unpaid service motion into a priced, packaged and documented offering.

Responsibilities

Own Admin Copilot's contracted CARR, net time-block expansion, retention and revenue forecast.
Develop a repeatable expansion motion by identifying accounts using more than their subscribed blocks, demonstrating delivered value, and partnering with CSMs and Sales to secure additional blocks ahead of renewal.
Convert legacy designated-TAM and POD-funded work into appropriately scoped support functions or paid, documented services, and transition accounts to Admin Copilot without destabilizing customer relationships.
Partner with Finance, Sales and Professional Services on pricing, packaging, rates, ARR tracking and clear ownership boundaries between Admin Copilot and Professional Services.
Expand Admin Copilot's service catalog and shift delivery from reactive configuration support toward proactive optimization.
Make AI tooling and Total Expert extensibility tools a standard part of delivery to expand the throughput and sophistication of subscribed hours.
Productize proven work into reusable integrations, journey blueprints, query and reporting libraries, automation scripts and documented build patterns.
Define service boundaries, determine which work belongs in Admin Copilot, an SOW or another delivery motion, and evolve POD boundaries to reduce dependency while protecting customer experience.
Define and maintain a technical competency model, and certify team members against it.
Set and enforce customer-environment technical quality standards, including documentation, change control, pre-deployment testing and rollback plans.
Lead technical enablement as the platform evolves, including early adoption of extensibility and AI capabilities such as the Total Expert MCP server.
Plan capacity across Admin Copilot, POD and transitional designated-TAM delivery models, modeling utilization, backlog and hiring needs against revenue forecasts.
Maintain delivery commitments, backlog health and consistent execution quality.
Lead technical work inside customer accounts, including activation acceleration, configuration, data hygiene and optimization to drive adoption and product penetration.
Build AI-enabled Admin Copilot value reporting that tracks delivered, in-progress and backlogged work and its associated value.
Partner with CS Operations and data teams on Planhat and success-metric reporting based on queryable platform and usage data.
Equip CSMs and Sales with evidence of Admin Copilot value for renewal, risk mitigation and expansion conversations.
Lead and grow Technical Account Managers and Team Leads; design the organizational structure needed for expanded scope.
Create career paths, specializations and enablement that build platform and lending-domain depth, and develop Team Leads able to independently own delivery quality.
Define evolving team roles and hiring practices that directly evaluate technical skills; set performance measures tied to customer outcomes and business results.
Partner with Customer Success Management on joint account strategy, renewal risk mitigation and expansion; with CS Operations on health scoring, account signals and renewal tooling; with Product and Engineering on customer feedback and roadmap needs; with Sales on new-business and expansion attachments; and with Finance on forecasting, pricing and revenue tracking.
Act as the voice of the customer internally and as a trusted technical advisor externally.
Travel up to 10%.