Head of Technical Account Management, Hightouch

• 3-5 years of people management experience, preferably leading technical customer-facing teams
• Proven track record of building and scaling high-performing teams in fast-growing environments
• Experience developing talent and creating career growth paths for technical professionals
• Strong coaching and mentorship abilities with a focus on both technical and soft skill development
• 8-10 years of experience in client-facing and/or technology-focused roles combining business acumen with technical expertise
• Deep understanding of enterprise software implementations, APIs, databases, and data integration systems
• Experience with customer success methodologies, metrics, and best practices
• Proven ability to manage complex technical projects with multiple stakeholders
• Exceptional communication and presentation skills with ability to influence at all organizational levels
• Strong analytical and problem-solving abilities with a data-driven approach to decision making
• Experience working with Fortune 500 companies and understanding enterprise sales cycles
• Ability to thrive in ambiguous, fast-paced environments while maintaining high standards
• Natural curiosity about data platforms and how companies can leverage data for business outcomes

Desirable

• In this role you will lead a team of Technical Architects who serve as the bridge between Hightouch and our largest Fortune 5000 customers
• You will be responsible for building, developing, and scaling a world-class team that oversees the entire customer journey from kick-off to onboarding to continued success and expansion
• In this role, you will combine people leadership with deep technical expertise to ensure our Enterprise customers maximize their value from the Hightouch platform
• You'll be responsible for developing your team's technical capabilities, establishing best practices for customer engagement, and driving strategic initiatives that increase customer retention and expansion across our largest accounts
• As a hands-on leader, you will maintain involvement in complex technical escalations while empowering your team to deliver exceptional customer experiences
• You'll collaborate closely with Sales leadership to develop strategies for increasing platform adoption within large organizations and work cross-functionally to surface customer insights that drive product innovation
• Build, hire, and develop a high-performing team of Technical Architects focused on our largest Enterprise customers
• Provide mentorship, coaching, and career development opportunities for team members
• Establish team goals, performance metrics, and accountability structures that drive customer success outcomes
• Foster a culture of continuous learning and technical excellence within the team
• Drive retention and expansion strategies for our largest Enterprise customers in partnership with Sales leadership
• Develop and implement scalable processes for customer onboarding, success planning, and expansion
• Analyze customer health metrics and develop proactive intervention strategies
• Ensure consistent delivery of technical expertise and guidance across all customer engagements
• Maintain deep technical knowledge of Hightouch's platform and stay current with product developments
• Establish technical best practices and standards for customer implementations
• Lead complex technical escalations and problem-solving initiatives
• Collaborate with Engineering and Product teams to prioritize customer-driven feature requests and improvements
• Partner with Sales, Marketing, and Product teams to drive customer success initiatives
• Contribute to go-to-market strategies for new products and features
• Represent the voice of the customer in internal strategy discussions
• Drive process improvements that enhance team efficiency and customer satisfaction