Director of Technical Account Management
Sitetracker · Austin, Texas, United States · hybrid
USD 190,000 to 220,000 · period not stated
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.