Director, Technical Account Management

2 hours, 59 minutes ago
Full-time
Executive
Customer and Technical Support
Total Expert

Total Expert

Total Expert is a fintech company offering a purpose-built customer engagement platform for financial institutions, enabling seamless marketing, compliance, and customer relationship management to drive growth and loyalty.

Diversified Financial Services
251-1K
Founded 2012
$86M raised

Description

  • Own Admin Copilot revenue, forecasting, expansion, retention, pricing, packaging, and revenue tracking.
  • Convert legacy technical support models into paid, subscription-based services and establish clear boundaries with Professional Services.
  • Expand and productize the service catalog using AI, extensibility tools, reusable integrations, automation, reporting, and documented delivery patterns.
  • Define technical competency models, quality standards, enablement programs, and certification for the TAM organization.
  • Own capacity planning, utilization, backlog health, staffing, turnaround commitments, and delivery margins across service models.
  • Build automated value reporting using platform and usage data to support renewals, risk mitigation, and expansion.
  • Lead and develop Technical Account Managers and Team Leads, including career paths, specialization, hiring, and performance standards.
  • Partner with Customer Success, Operations, Product, Engineering, Sales, Finance, and customers on strategy, escalations, pricing, roadmap input, and technical delivery.

Requirements

  • Experience leading a customer-facing technical delivery organization through managers or team leads.
  • Accountability for a services or subscription revenue line, including growth, expansion, and forecast accuracy.
  • Experience converting informal or unpaid services into priced, packaged, contracted offerings.
  • Experience with capacity planning, utilization, backlog management, and delivery economics in a billable or subscribed-hours model.
  • Expertise administering and configuring a complex, highly configurable SaaS platform, or demonstrated ability to reach that level quickly.
  • Strategic fluency in APIs, integrations, data, SQL, scripting, middleware or iPaaS, and technical delivery tooling.
  • Demonstrated use of AI, automation, agentic tooling, or MCP-style tools to expand delivery capability.
  • Experience partnering with Finance, Sales, and Professional Services on commercial scope and pricing.
  • Executive-level customer presence, escalation ownership, and difficult commercial conversation skills.
  • People-management and technical development experience; up to 10% travel required. Preferred: financial-services or mortgage experience, vertical SaaS background, Planhat or comparable CS platform experience, BI/visualization experience, and technical certification program development.

Benefits

  • Base salary of $160,000–$200,000 annually.
  • Annual discretionary performance bonus.
  • Employee Stock Option Plan eligibility.
  • Medical, dental, vision, HSA, and FSA benefits.
  • Company-paid life insurance and short- and long-term disability coverage.
  • Flexible Time-Off and paid parental leave.
  • 401(k) with employer match.
  • Hybrid schedule in Coppell, TX or Minneapolis, MN; remote option for qualifying candidates elsewhere.

Interested in this position?

Apply directly on the company website

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