Technical Account Manager

Sitetracker•Austin, NY

About The Position

Join us as a Technical Account Manager, where you'll provide strategic guidance to our largest customers, directly driving adoption, retention, expansion, and annualized services growth. This is a career-defining opportunity to wield end-to-end strategic leverage, blending high-impact enterprise architecture with long-term account ownership. You won't just oversee timelines—you'll shape product strategy, lead customer transformations, and solve complex challenges without getting bogged down in reactive firefighting. Historically, our customer-facing technical roles focused on foundational support. As Sitetracker has scaled, this position has evolved into a pivotal strategic advisory role, fundamentally impacting customer outcomes, retention, expansion, and services revenue. We are now intentionally seeking professionals who bring a robust blend of strategic consulting, technical leadership, change management expertise, and a proven ability to drive value realization. In this role, you will champion our most complex accounts, guiding them through sophisticated business and technology transformations, and contribute directly to the long-term growth of our annualized services business. You will operate as a trusted partner, proactively steering customers towards their desired business outcomes and ensuring their Sitetracker investment delivers maximum value.

Requirements

Robust blend of strategic consulting, technical leadership, change management expertise, and a proven ability to drive value realization.
Ability to connect product capabilities to tangible business goals and operational improvements.
Skillfully facilitate complex decision-making among diverse stakeholder groups.
Provide evidence of influencing executive and operational stakeholders to change direction based on business value, resulting in measurable customer outcomes or expansion.
Clearly articulate a repeatable framework for driving value realization and long-term customer success.
Directly or indirectly managed implementation teams, including solution architects, consultants, and engineers.
Expertly explain basic architecture concepts, integration patterns, data flows, and platform considerations.
Articulate the business implications of critical technical decisions.
Independently facilitate sophisticated solution design discussions involving integrations, data architecture, and platform scalability.
Strong understanding of Salesforce ecosystem concepts, enterprise architecture principles, and implementation best practices.
Experience supporting organizational change during technology implementations.
Identify potential adoption risks and develop proactive mitigation strategies.
Effectively facilitate stakeholder alignment and user readiness activities.
Demonstrate a structured, repeatable approach to organizational change management.
Coach executive sponsors and business leaders on how to effectively drive organizational change within their teams.
Provide examples of identifying and implementing significant improvements without being explicitly directed to do so.
Rapidly learn unfamiliar concepts and apply them effectively within a reasonable timeframe.
Proactively address risks or opportunities before they escalate into larger issues.
Consistently identify opportunities to improve customer outcomes, delivery processes, or business results beyond the scope of your assigned responsibilities.
Provide examples where you created new approaches, frameworks, or best practices that were subsequently adopted by customers, teams, or the organization.

Nice To Haves

Wield end-to-end strategic leverage, blending high-impact enterprise architecture with long-term account ownership.
Shape product strategy, lead customer transformations, and solve complex challenges without getting bogged down in reactive firefighting.
Provide examples of steering customers toward a recommended solution when their initial direction was unlikely to achieve desired outcomes.
Influence executive and operational stakeholders to change direction based on business value, resulting in measurable customer outcomes or expansion.
Directly or indirectly managed implementation teams, including solution architects, consultants, and engineers.
Independently facilitate sophisticated solution design discussions involving integrations, data architecture, and platform scalability.
Experience supporting organizational change during technology implementations.
Demonstrate a structured, repeatable approach to organizational change management.
Provide examples of identifying and implementing significant improvements without being explicitly directed to do so.
Consistently identify opportunities to improve customer outcomes, delivery processes, or business results beyond the scope of your assigned responsibilities.
Provide examples where you created new approaches, frameworks, or best practices that were subsequently adopted by customers, teams, or the organization.

Responsibilities

Provide strategic guidance to our largest customers, directly driving adoption, retention, expansion, and annualized services growth.
Shape product strategy, lead customer transformations, and solve complex challenges.
Champion our most complex accounts, guiding them through sophisticated business and technology transformations.
Contribute directly to the long-term growth of our annualized services business.
Operate as a trusted partner, proactively steering customers towards their desired business outcomes.
Ensure their Sitetracker investment delivers maximum value.
Provide examples of steering customers toward a recommended solution when their initial direction was unlikely to achieve desired outcomes.
Connect product capabilities to tangible business goals and operational improvements.
Facilitate complex decision-making among diverse stakeholder groups.
Influence executive and operational stakeholders to change direction based on business value, resulting in measurable customer outcomes or expansion.
Articulate a repeatable framework for driving value realization and long-term customer success.
Independently facilitate sophisticated solution design discussions involving integrations, data architecture, and platform scalability.
Support organizational change during technology implementations.
Identify potential adoption risks and develop proactive mitigation strategies.
Facilitate stakeholder alignment and user readiness activities.
Coach executive sponsors and business leaders on how to effectively drive organizational change within their teams.
Identify and implement significant improvements without being explicitly directed to do so.
Rapidly learn unfamiliar concepts and apply them effectively within a reasonable timeframe.
Proactively address risks or opportunities before they escalate into larger issues.
Consistently identify opportunities to improve customer outcomes, delivery processes, or business results beyond the scope of your assigned responsibilities.
Create new approaches, frameworks, or best practices that were subsequently adopted by customers, teams, or the organization.
Develop a foundational multi-quarter Technical Account Plan for each of your core accounts, bridging architectural strategy with initial operational goals.
Establish a continuous cadence for logging key technical trade-offs and updating architectural state changes immediately as customer systems evolve.
Serve as a Strategic Advisor, providing initial consulting and solution leadership for critical customer transformation initiatives.
Lead structured quarterly technical syncs with customer stakeholders, validating that their system reality still aligns with their business objectives.
Guide customers through change management, ensuring new processes and behaviors are successfully adopted.
Drive sound solution decisions by evaluating tradeoffs and directing solution architects and engineers, connecting technical choices to measurable business outcomes.
Own the long-term architectural strategy for your core accounts, consistently maximizing value realization and driving annualized services growth.
Influence executive-level product strategy by providing valuable customer insights and recommendations.
Serve as the indispensable trusted advisor for your customers, guiding them through complex business and technology transformations that yield significant, measurable success.