TAM Director (Technical Account Manager)

TAM Director (Technical Account Manager)

At our Company, we grow People, Brands, and Businesses! We are seeking an experienced Director of Technical Account Management leads a team of technical account managers, setting vision and strategy for delivering exceptional client success through technical expertise and proactive customer engagement. This role involves managing key accounts directly and overseeing a team that acts as trusted advisors for retail clients, ensuring alignment of technical solutions with client business objectives.

Take this opportunity to join North America’s leading business solutions provider and build your career working with amazing people in a growing industry! Apply today!

What we offer:

• Full-Time Benefits (Medical, Dental, Vision, Life)
• 401(k) with company match
• Training and Career Development
• Generous Paid Time-Off

Responsibilities:

Team leadership and Development

• Lead and develop the technical account management team. Fostering a culture of customer centricity and continuous improvement
• Set clear goals and performance metrics for the team, ensuring alignment with overall company objectives.
• Provide coaching and professional development opportunities.
• Own the account review process, ensuring regular check ins with retail client teams are being assess satisfaction, address concerns, and adjust as needed.

Customer Success Strategy:

• Develop and implement customer success strategies to increase user product adoption, customer satisfaction and retention.
• Lead initiatives that align technical solutions with retail client business objectives, driving long term client success.
• Collaborate with internal teams (Product team, engineering, and sales) to ensure seamless communication and delivery of solutions to clients.
• Work with Product and Sales teams to contribute to revenue growth strategies through technical insights and customer feedback.

Technical Expertise and solutions

• Provide technical consultation and guidance to clients, ensuring they are leveraging the full value of the company’s products and services.
• Oversee and identification and resolutions of technical challenges that retail clients face, ensuring that issues are addressed quickly and efficiently.

• Data Driven Insights:
• Leverage data and analytics to assess the performance of accounts and TAM’s identifying trends, opportunities, and areas for improvements.
• Develop a reporting mechanism to provide transparency into account health, customer satisfaction, and the success of technical solutions.
• Use retail client feedback to inform product development, feature enhancement and service improvements.

Qualifications:

• 8+ years of experience in technical account management, customer success, or a similar technical client facing role, with at least 5 years in leadership/management capacity.
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions.
• Excellent communication, problem-solving, and interpersonal skills, with ability to engage and influence both internal and external stakeholders at all levels.
• Experience working cross functionally with sales product, and engineering teams to drive client success and retention.
• Data driven decision making skills, with the ability to analyze metrics and use insights to improve customer engagement and outcomes.