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Director of Technical Account Management
Sitetracker. Lead the evolution of Sitetracker’s Technical Account Management organization from tactical execution toward proactive, strategic customer partnership .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing enterprise customer relationships and translating business objectives into actionable technical requirements. Proven ability to drive customer success through strategic roadmaps, value validation, and measurable ROI in a SaaS environment.
Highest-signal resume keywords
Enterprise Customer ManagementSaaS Metrics UnderstandingValue Validation Framework DevelopmentAgile MethodologiesTeam Leadership and Coaching
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Account ManagementCustomer Journey MappingOperational Health MetricsStrategic Roadmap DevelopmentSaaS Architecture UnderstandingDelivery Friction ResolutionExecutive QBR LeadershipRetention Target ManagementBusiness Model TransformationSubscription-Based Engagements
Soft Skills
Executive CommunicationConstructive Customer ChallengeCoaching and MentoringProblem SolvingAdaptability in Ambiguity
Industry Keywords
NDRARRGross MarginCustomer SuccessTechnical DeliveryValue Delivery ModelFDE TiersSOW-Based EngagementsRecurring RevenueEnterprise Integrations
About the role
Key responsibilities & impact- Lead the evolution of Sitetracker’s Technical Account Management organization from tactical execution toward proactive, strategic customer partnership
- Coach TAMs to lead executive conversations, challenge customers constructively, connect technical priorities to business outcomes, and articulate delivered value
- Partner with Customer Success to build executive stakeholder relationships and establish strategic roadmaps and value validation plans
- Help customers connect technical investments to measurable business KPIs and ROI
- Support the transition from legacy SOW-based engagements to subscription-based FDE Tiers
- Operate across customers, Customer Success, Product, and Engineering
- Translate business objectives into technical requirements and assess customer roadmaps for feasibility and scalability
- Hold Engineering Pods accountable for delivery
- Build strategic roadmap and intake frameworks, customer health metrics, and impact metrics
- Build a scalable Technical Account Management operating model
- Establish consistent Strategic Roadmaps and Value Validation Plans
- Build operating rhythms between TAMs, Customer Success, and Engineering Pods
- Drive FDE Tier adoption and retention, targeting greater than 95% renewal across FDE subscriptions
- Ensure Strategic Partner and Advanced/Tier 1 customers have roadmaps and value validation plans designed to demonstrate 3–4x ROI
- Strengthen NDR and Gross Margin while defining Sitetracker’s ongoing technical value delivery model
Requirements
What you’ll need- Proven track record managing a high-value portfolio of enterprise customers and navigating complex C-level relationships
- Experience leading executive QBRs and connecting technical delivery to business KPIs, measurable outcomes, and ROI
- Understanding of SaaS metrics including NDR, ARR, and Gross Margin
- Experience supporting renewals, expansion, or transitioning enterprise customers to new commercial or pricing models
- Direct ownership of NDR or similar retention targets and/or experience building a value validation framework demonstrating measurable customer ROI
- Experience leading customer-facing technical or strategic teams and developing people into trusted customer advisors
- Experience hiring, onboarding, coaching, and scaling teams across global or remote environments
- Experience coaching teams to improve executive communication, challenge customers constructively, and move beyond responding to customer requests
- Experience leading teams through complex customer escalations and providing direction in high-pressure situations
- Experience leading a team through a significant organizational or business-model transformation, ideally within a SaaS or recurring-revenue environment
- Strong understanding of Agile methodologies and the software development lifecycle
- Ability to translate high-level customer and business goals into actionable technical requirements and roadmaps
- Experience resolving delivery friction across Customer Success, Engineering, Product, and other customer-facing teams
- Foundational understanding of enterprise integrations and SaaS architecture
- Experience creating standardized customer journey maps, strategic roadmaps, templates, or operating frameworks
- Ability to define and track operational health and customer impact metrics
- Comfort operating in ambiguity and building structure where a mature playbook does not yet exist
- Ability to balance immediate customer and delivery needs with scalable process development
- Experience building or significantly evolving a TAM, Customer Success, or Professional Services function within a scaling SaaS organization
Benefits
Comp & perks- Bonus plan
- Equity