Director of Technical Account Management

• You have a proven track record managing a high-value portfolio of enterprise customers and navigating complex C-level relationships. 
•  You have led executive QBRs and can connect technical delivery to business KPIs, measurable outcomes, and ROI.
• You understand SaaS metrics including NDR, ARR, and Gross Margin and how a technical customer organization can influence retention and expansion. 
• You have experience supporting renewals, expansion, or transitioning enterprise customers to new commercial or pricing models. 
• You have directly owned NDR or similar retention targets and/or built a value validation framework that demonstrates measurable customer ROI. 

• You have experience leading customer-facing technical or strategic teams and developing people into trusted customer advisors. 
• You have hired, onboarded, coached, and scaled teams across global or remote environments.
• You can coach teams to improve executive communication, challenge customers constructively, and move beyond simply responding to customer requests.
• You have led teams through complex customer escalations and can provide direction in high-pressure situations. 
• You have successfully led a team through a significant organizational or business-model transformation, ideally within a SaaS or recurring-revenue environment.

• You have a strong understanding of Agile methodologies and the software development lifecycle and can effectively partner with Engineering and Product leaders.
• You can translate high-level customer and business goals into actionable technical requirements and roadmaps.
• You have experience resolving delivery friction across Customer Success, Engineering, Product, and other customer-facing teams.
• You bring a solid foundational understanding of enterprise integrations and SaaS architecture.
• You may have previously worked as a Solutions Architect, Sales Engineer, technical implementation leader, or in another role requiring you to bridge business and technical stakeholders. 

• You have created standardized customer journey maps, strategic roadmaps, templates, or operating frameworks that improved how a customer-facing organization works.
•  You can define and track operational health and customer impact metrics to understand whether the organization is delivering meaningful value.
• You’re comfortable operating in ambiguity and building structure where a mature playbook does not yet exist.
• You can balance immediate customer and delivery needs with building processes that will scale as the organization grows.
• You have built or significantly evolved a TAM, Customer Success, or Professional Services function within a scaling SaaS organization. 

Within 90 Days, You’ll

• Build a deep understanding of Sitetracker’s current TAM/FDE organization, customer portfolio, FDE Tiers, delivery model, and the transition away from legacy EDS/SOW engagements. 
• Establish relationships across Customer Success, Product, Engineering, and Services and develop a clear understanding of where ownership and delivery friction exist today.
• Assess the capabilities of the existing TAM/BA team and identify the coaching, enablement, and process changes needed to develop them into more strategic customer advisors.
• Begin engaging with strategic customers to understand their roadmaps, business objectives, and how they currently measure value from Sitetracker. 

Within 180 Days, You’ll

• Establish a consistent approach for Strategic Roadmaps and Value Validation Plans across Strategic Partner and Advanced/Tier 1 customers. 
• Begin transitioning the TAM team from tactical project and request management toward proactive roadmap ownership, executive communication, and value-based customer engagement.
• Build stronger operating rhythms between TAMs, Customer Success, and Engineering Pods, with clearer accountability around customer priorities and delivery.
• Establish the operational metrics and processes needed to measure customer impact, FDE adoption, delivery health, and team effectiveness. 

Within 365 Days, You’ll

• Have built a scalable Technical Account Management operating model centered on strategic roadmaps, measurable customer value, and proactive partnership. 
• Have developed a TAM organization capable of confidently leading executive-level customer conversations and connecting technical delivery to business outcomes.
• Drive adoption and retention of FDE Tiers, with a goal of maintaining greater than 95% renewal across FDE subscriptions.
• Ensure Strategic Partner and Advanced/Tier 1 customers have active Strategic Roadmaps and Value Validation Plans designed to demonstrate 3–4x ROI. 
• Have established a repeatable model that strengthens NDR and Gross Margin while defining the future of how Sitetracker delivers ongoing technical value to its customers.