Director, Technical Account Management

Total Expert

. Grow Admin Copilot into a scaled subscription business and own its contracted CARR, time-block expansion and retention .

Posted 10/16/2026full-timeUnited StatesLead💰 $160,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing subscription revenue growth and technical delivery within a customer-facing organization, leveraging AI and automation to optimize service offerings and enhance customer success. Proficient in capacity planning, technical enablement, and leading teams to achieve high-quality execution and customer satisfaction.

Highest-signal resume keywords

Leadership Experience In Technical DeliveryExpert-Level Total Expert Platform ConfigurationCapacity Planning And Backlog ManagementFluency In APIs And IntegrationsPeople Management And Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Total Expert ConfigurationAPIsSQLPythonJavaScriptData HygieneAutomationIntegration ApproachesTechnical Competency ModelsCapacity Planning

Soft Skills

AccountabilityStrategic FluencySound JudgmentCollaborationCommunication

Tools & Technologies

AI ToolingJiraConfluencePlanhatMiddleware

Certifications & Qualifications

Technical Certification Programs

Industry Keywords

SaaSFinancial ServicesMortgageBankingCredit Union

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

Grow Admin Copilot into a scaled subscription business and own its contracted CARR, time-block expansion and retention
Forecast recurring subscription revenue within Customer Success
Drive expansion by identifying usage beyond subscribed blocks, quantifying delivered value and partnering with CSMs and Sales
Convert legacy designated-TAM and POD-funded work into support functions or paid services
Partner with Finance, Sales and Professional Services on pricing, packaging, rates and ARR tracking
Expand Admin Copilot capabilities from reactive configuration support toward proactive optimization
Make AI-enabled delivery the operating norm using AI tooling and Total Expert extensibility tools
Productize reference integrations, journey blueprints, reusable queries, reporting libraries, automation scripts and documented build patterns
Define and maintain the service catalog and clarify boundaries between Admin Copilot, SOWs and other work
Evolve POD boundaries and reduce POD dependency
Define technical competency models and certification standards for TAMs
Enforce technical quality standards, change control, testing and rollback procedures
Lead technical enablement as the platform and AI capabilities evolve, including the Total Expert MCP server
Own capacity planning, utilization, backlog and hiring needs across delivery models
Maintain turnaround commitments, backlog health and execution quality
Lead activation acceleration, configuration, data hygiene and optimization work in customer accounts
Build AI-enabled Admin Copilot value reporting and partner on Planhat and success-metric reporting
Equip CSMs and Sales with proof of value for renewal, risk mitigation and expansion
Lead and grow Technical Account Managers and Team Leads
Create career paths, specialization and enablement; develop Team Leads who can independently own delivery quality
Define roles, hiring practices, team accountability and performance metrics
Partner with Customer Success Management, CS Operations, Product, Engineering, Sales and Finance
Act as the internal voice of the customer and external trusted technical advisor

Requirements

What you’ll need

Leadership experience leading a customer-facing technical delivery organization, including leading through managers or team leads
Accountability for a services or subscription revenue line, including growth, expansion and forecast accuracy
Experience turning an informal or unpaid service motion into a priced, packaged, papered offering
Capacity planning, utilization and backlog management in a billable or subscribed-hours model
Credibility administering and configuring a complex, highly configurable SaaS platform
Strategic fluency in APIs, integrations and data
Demonstrated use of AI and automation to expand delivery-team capabilities
Familiarity with agentic or MCP-style tooling
Experience partnering with Finance and Sales on pricing and packaging
Experience holding clear scope boundaries with Professional Services
Experience working with high-profile strategic customers at executive level
People management and development, including building technical skill in others
Expert-level Total Expert platform configuration, including journey orchestration, automation, lead management, routing, segmentation, customer intelligence, AI-assisted sales tooling, content and template management, co-branding and compliance approval workflows
Enterprise-scale administration of users, roles, permissions, organizational hierarchies and multi-brand structures
Ability to translate lender business processes into enterprise-scale configuration
Fluency in APIs, webhooks and event-driven integrations
Ability to assess integration approaches and direct technical teams or partners
Understanding of platform and usage data, data hygiene, deduplication, normalization, hierarchy resolution and reconciliation
Fluency with modern AI tooling and AI-assisted configuration, QA, documentation and value-reporting workflows
Working understanding of agentic tooling and the Model Context Protocol (MCP)
Sound judgment about AI output, human verification, quality evaluation and responsible customer-data handling
Understanding of APIs, SQL, Python, JavaScript, middleware, iPaaS and AI agents
Comfort with Jira, Confluence, support and knowledge-base platforms
Understanding of TCPA and DNC implications, consent capture and suppression, audit logging and communication controls
Appropriate handling of PII and NPI, role-based access and data-retention expectations
Up to 10% travel
Applicants must be authorized to work for any employer in the U.S.; employment visa sponsorship is unavailable
Preferred: mortgage, banking, credit union or broader financial services background
Preferred: vertical SaaS experience, particularly in a regulated industry
Preferred: familiarity with Planhat or comparable customer success platforms
Preferred: AI and MCP or similar AI integration tooling in a delivery context
Preferred: experience building a technical certification or competency program
Preferred: experience with BI and visualization tooling beyond spreadsheets

Benefits

Comp & perks

Annual discretionary bonus based on company performance and other factors
Employee Stock Option Plan
Medical insurance
Dental insurance
Vision insurance
HSA (Health Savings Account)
FSA (Flexible Spending Accounts)
Company paid Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Time-Off (FTO)
Paid Parental Leave
401(k) with employer match