Director of Technical Account Management, Togetherwork

• 8-10+ years of experience in technical account management, premium support, enterprise support, technical support leadership, customer engineering, solutions consulting, implementation, technical services, or a relatedcustomer-facing technical function
• 3-5+ years of experience managing, coaching, or leading customer-facing technical teams
• Demonstrated experience building, scaling, or significantly improving a TAM, premium support, enterprise support, customer engineering, or technical services function
• Strong understanding of SaaS support models, software implementation lifecycles, customer escalations, defect management, incident communication, support operations, and technical customer success
• Experience supporting complex B2B software customers, ideally across multiple products, business units, customer segments, or vertical markets
• Proven ability to build programs from scratch, including defining strategy, operating models, playbooks, KPIs, staffing plans, governance processes, and customer-facing service definitions
• Commercial awareness and experience partnering with Sales, Customer Success, Finance, or executive leadership to package, price, pilot, or monetize a customer-facing technical service offering
• Strong technical aptitude with the ability to understand software architecture, integrations, APIs, data flows, configuration issues, platform dependencies, release impacts, and customer environments
• Comfort working directly with data, including writing SQL or similar queries to pull, join, and analyze data from relational databases, in order to answer customer reporting requests and resolve issues that fall outside standard support tooling
• Experience working cross-functionally with Product, Engineering, Support, Customer Success, Implementation, Sales, Payments, Security, and executive leadership
• Excellent written and verbal communication skills, including the ability to communicate with technical users, business stakeholders, customer executives, and internal senior leaders
• Strong analytical skills with experience using data to identify trends, measure performance, manage risk, and drive operational improvements
• Demonstrated ability to manage high-pressure escalations with professionalism, urgency, clarity, and sound judgment
• Experience creating customer health reviews, executive summaries, incident reports, escalation updates, operational dashboards, revenue reports, and program performance reporting
• Ability to lead through ambiguity, create structure, and drive alignment in a distributed, matrixed, or multi-product organization
• Builder mentality: Comfortable creating structure, standards, and processes where none currently exist
• Customer-first orientation: Deeply committed to improving the support experience for customers who depend on Togetherwork’s products to run their organizations
• Commercial mindset: Able to connect premium support delivery to customer value, revenue generation, retention, expansion, and profitability
• Operational discipline: Able to turn ambiguous goals into measurable programs, repeatable processes, and clear accountability
• Technical credibility: Able to engage with technical teams and customer stakeholders with confidence, curiosity, and practical judgment
• Cross-functional influence: Skilled at aligning teams that do not directly report to this role
• Executive presence: Able to communicate clearly and calmly with senior internal and external stakeholders, especially during escalations
• Coaching mindset: Invests in developing team members, raising standards, and building a strong team culture
• Data-driven approach: Uses metrics, patterns, and customer insights to prioritize work and demonstrate impact
• Pragmatism: Balances ideal program design with the realities of a growing, multi-product software business

Desirable

• As Togetherwork continues to grow across multiple products and verticals, we are investing in a more structured, proactive, and premium technical support experience for our most important and complex customers
• We are seeking a Director of Technical Account Management to build, commercialize, launch, operate, and scale this function from the ground up
• The Director of Technical Account Management will be responsible for building, launching, monetizing, and leading Togetherwork’s Technical Account Management function as a paid premium support program
• This is not a traditional sales account management role
• The focus is on premium technical support, proactive customer health management, escalation ownership, operational excellence, and creating a differentiated service experience that customers are willing to pay for
• This leader will stand up the program from scratch and will be accountable for moving quickly from concept to revenue
• Within the first six months, the Director is expected to define the premium support offering, partner with commercial teams on packaging and pricing, identify the initial customer segments, launch a pilot, support early sales efforts, establish service delivery standards, and begin generating measurable revenue from the program
• This role is ideal for a hands-on builder who has experience scaling premium support, technical account management, enterprise support, or customer engineering programs in a SaaS or software environment
• The Director must be equally comfortable designing the operating model, managing complex customer escalations, supervising TAM team members, collaborating with Product and Engineering, and partnering with Sales and Customer Success to turn premium support into a valuable, revenue-generating offering
• The successful candidate will bring strong technical support expertise, commercial awareness, executive communication skills, operational discipline, and the ability to create structure in a multi-product, multi-vertical environment
• This person will serve as the leader responsible for ensuring Togetherwork’s most important and complex customers receive a proactive, coordinated, technically credible, and premium support experience
• Design, build, launch, and operate Togetherwork’s Technical Account Management program as a paid premium support offering for strategic, high-value, and technically complex customers
• Own the creation of the program charter, operating model, service tiers, customer eligibility criteria, staffing model, engagement cadence, escalation framework, reporting structure, and success metrics
• Partner with Sales, Customer Success, Finance, Support, Product, and business unit leadership to define the commercial model for premium support, including packaging, pricing inputs, service levels, customer value proposition, renewal motion, and expansion opportunities
• Develop a premium support offering that can be clearly explained, sold, delivered, and measured across multiple Togetherwork products and verticals
• Create the initial go-to-market framework for the TAM program, including customer segmentation, target account lists, enablement materials, internal FAQs, customer-facing descriptions, and pilot criteria
• Work with Sales and Customer Success to identify early adopter customers, support commercial conversations, participate in customer discussions when needed, and help convert pilot customers into paying premium support customers
• Ensure the program begins generating measurable revenue within the first six months of launch
• Define what customers receive as part of the premium support offering, such as named TAM access, recurring technical reviews, proactive support trend analysis, escalation management, release readiness support, technical environment reviews, incident follow-up, and customer-specific support planning
• Establish clear boundaries between Technical Account Management, Customer Success, Sales, Support, Professional Services/Implementation, Product, and Engineering so the TAM function remains focused on technical health, support excellence, escalation ownership, and premium support delivery rather than quota-carrying account management
• Create scalable playbooks, templates, runbooks, customer-facing materials, internal workflows, governance processes, and reporting standards that can be applied across products and verticals
• Continuously assess program profitability, customer adoption, staffing needs, service utilization, renewal impact, expansion potential, and customer satisfaction
• Lead Premium Customer Technical Health
• Own the technical support experience for designated premium customers across Togetherwork’s product portfolio
• Develop and monitor customer technical health indicators, including support volume, severity trends, escalation frequency, recurring issues, SLA performance, product adoption risks, implementation complexity, integration challenges, payment-related support needs, release impacts, and customer sentiment
• Ensure TAMs provide proactive, structured engagement with assigned customers, including recurring technical reviews, support trend analysis, open issue reviews, launch readiness planning, incident follow-up, and recommendations to reduce customer friction
• Oversee the creation of customer-specific support plans for complex or high-value accounts, including stakeholder maps, communication preferences, technical environments, open risks, known dependencies, escalation protocols, and success criteria
• Ensure premium customers receive clear communication, timely follow-through, and coordinated resolution when issues span multiple teams, products, integrations, or systems
• Drive root-cause analysis and corrective action planning for recurring customer issues, major incidents, missed expectations, or operational breakdowns
• Use insights from premium customer engagements to identify product gaps, documentation needs, process improvements, training opportunities, and systemic support issues
• Build, Lead, and Develop the TAM Team
• Hire, onboard, coach, and develop a high-performing team of Technical Account Managers supporting multiple Togetherwork products and verticals
• Define TAM role expectations, competency models, career paths, performance scorecards, onboarding plans, training programs, and quality standards
• Coach TAMs on technical troubleshooting, customer communication, commercial awareness, executive presence, customer de-escalation, support analytics, cross-functional influence, documentation quality, and proactive customer management
• Set clear team goals and operating rhythms, including weekly case reviews, escalation reviews, customer health reviews, backlog reviews, revenue tracking, pilot reviews, program retrospectives, and quarterly planning
• Create a culture of ownership, responsiveness, accountability, curiosity, customer advocacy, and continuous improvement
• Balance team capacity, customer assignments, product specialization, vertical expertise, service coverage, and revenue commitments to ensure consistent delivery as the program scales
• Serve as an escalation point for TAMs and customers when issues require senior leadership involvement, cross-functional prioritization, customer-facing action plans, or sensitive communication
• Drive Support Operations, Metrics, and Revenue Accountability
• Establish the dashboards, KPIs, and reporting mechanisms needed to measure the performance, customer value, and revenue impact of the TAM program
• Track and report on metrics such as premium support revenue, pilot conversion rate, customer adoption, attach rate, renewal influence, expansion influence, premium customer satisfaction, escalation volume, time to resolution, time to first meaningful response, SLA attainment, recurring issue reduction, backlog aging, customer health, and TAM engagement quality
• Use data to identify patterns, prioritize improvements, allocate resources, manage program profitability, and demonstrate the business value of premium support to executive leadership
• Partner with Support Operations to ensure ticketing workflows, case categorization, severity definitions, handoff processes, knowledge management, and reporting structures support the needs of premium customers
• Create and lead governance forums for premium support, including regular cross-functional reviews with Support, Product, Engineering, Customer Success, Sales, Finance, Implementation, and business unit leaders
• Develop a repeatable approach for post-incident reviews, executive summaries, customer-facing action plans, internal lessons learned, and revenue performance reviews
• Ensure the program is scalable, measurable, commercially viable, and operationally disciplined while still allowing flexibility across Togetherwork’s different product lines and customer types
• Partner Cross-Functionally Across Products and Verticals
• Work closely with Support teams to advocate for customer-impacting defects, technical debt, product gaps, integration issues, and reliability concerns surfaced through the TAM program
• Partner with Customer Success to align on customer health, renewal risks, adoption blockers, executive communication, commercial opportunities, and action plans for strategic accounts
• Collaborate with Support leaders to ensure premium support processes complement, rather than duplicate, the broader support organization
• Work with Implementation and Professional Services teams to ensure customers transitioning from onboarding to steady-state support have clear ownership, documentation, and technical continuity
• Partner with Payments, Security, Data, and Platform teams as needed to support customers with complex operational, compliance, integration, or transaction-related needs
• Provide leadership with a clear view of systemic customer issues, product friction, vertical-specific support trends, and opportunities to improve the overall customer experience
• Manage Escalations and Executive-Level Customer Communication
• Lead or oversee critical customer escalations involving complex technical issues, repeated support failures, major incidents, high-risk accounts, or executive visibility
• Ensure escalations have clear owners, timelines, communication plans, next steps, and resolution criteria
• Communicate confidently with customer executives, technical administrators, internal leaders, and cross-functional teams during sensitive or high-pressure situations
• Translate complex technical issues into clear business language for non-technical stakeholders
• Ensure customers receive appropriate transparency, urgency, and follow-through without overcommitting or creating unrealistic expectations
• Develop escalation playbooks and communication standards that can be used consistently across the TAM team
• Improve the Customer and Employee Experience
• Identify opportunities to reduce customer effort, prevent repeat issues, improve documentation, streamline handoffs, and strengthen the support experience
• Partner with Knowledge Management and Support Enablement teams to improve customer-facing and internal documentation
• Champion process improvements that help TAMs, Support teams, and cross-functional partners work more effectively
• Gather structured feedback from premium customers and internal stakeholders to continuously refine the TAM offering
• Help define the long-term vision for premium support at Togetherwork, including tiering, packaging, staffing models, service levels, customer eligibility, profitability, and expansion across products
• Within the first 30 days, assess the current support landscape, review customer escalation patterns, evaluate existing support processes, identify high-value customer segments, meet with key stakeholders, and define the initialvision for a paid premium support program
• Within the first 60 days, deliver the proposed program design, including service tiers, target customer profile, TAM responsibilities, escalation model, customer engagement cadence, staffing requirements, operating rhythms, pilot criteria, and initial revenue assumptions
• Within the first 90 days, partner with Sales, Customer Success, Finance, Support, and business unit leadership to finalize the initial premium support package, pricing inputs, customer-facing messaging, internal enablement materials, reporting framework, and pilot account list
• Within the first 120 days, launch the pilot with selected customers, begin delivering premium support services, track early adoption and utilization, refine the operating model, and support commercial conversations with prospective premium support customers
• Within the first 180 days, convert the pilot into a revenue-generating program, establish measurable KPIs, create repeatable delivery processes, identify staffing needs, and present a roadmap for scaling premium support across additional Togetherwork products and verticals
• Key Measures of Success
• Premium support program launched within the first six months
• Measurable revenue generated from the TAM / premium support offering within the first six months
• Clear packaging, pricing inputs, service definitions, and customer eligibility criteria established
• Pilot customers identified, onboarded, supported, and converted into paying customers where appropriate
• Improved satisfaction and confidence among premium customers
• Reduced repeat escalations and recurring support issues for covered accounts
• Improved visibility into customer technical health across priority accounts
• Clearer ownership and faster coordination during complex customer issues
• Stronger partnership between Support, Product, Engineering, Customer Success, Sales, Finance, Implementation, and business unit teams
• Consistent TAM operating standards across products and verticals
• Improved executive-level reporting on customer support trends, risks, program adoption, revenue contribution, and customer impact
• Scalable roadmap created for expanding the premium support program across additional Togetherwork products and verticals