Director, Technical Account Management

Key Responsibilities Build and Monetize the TAM / Premium Support Program 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 defin