Director, Technical Account Management
About The Position
Welcome to the dynamic world of NinjaTrader! As an industry-leading trading platform and futures broker, we're empowering traders to take control of their financial destiny. How do we do it? We provide cutting-edge products and services that enhance the trading journey. Whether a seasoned pro or just starting out, NinjaTrader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence. Our growth story is nothing short of exhilarating. Since 2003, NinjaTrader has been dedicated to understanding and supporting traders on their journey toward trading triumph. Through those efforts, our user base has grown to over 2 million users and we have become the number one rated futures brokerage worldwide. But we're not stopping there. We're constantly evolving, pushing boundaries, and modernizing the futures industry. Our commitment to innovation means users will always have access to dynamic tools, real-time support, and a community of like-minded traders. So, why work at NinjaTrader? Here, you're not just part of a team; you're part of a movement. We empower employees to reach new heights in their careers by providing a dynamic culture focused on social connection, professional development, and employee recognition initiatives. Sounds too good to be true? Take it from our employees. Join us as we redefine what's possible in trading, advocate for our customers, and continue our journey toward becoming the world's top retail-focused trading platform in the world.
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
- On-call availability as needed is required.
Benefits
- Annual target bonus of 15%
- 401K plan through ADP with company match up to 3.5% of employee contributions
- 23 days of annual paid time off allowance
- Seven paid holidays
- Health, Vision, Dental Coverage
- Life and Disability Insurance Covered 100% by NinjaTrader
- Paid Parental Bonding Leave
- 20 additional flex remote days annually
- 5 Company Wide Office-Optional weeks tied to major holidays
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
