Director – Technical Account Management

3 days ago

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Demandbase

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B2B • SaaS • Artificial Intelligence

Demandbase is a B2B pipeline AI platform that helps go-to-market teams (marketing, sales, revenue operations, and customer success) identify, prioritize, and engage buying groups to accelerate pipeline and revenue. The SaaS platform unifies first-, second-, and third-party data, provides intent detection, account and buying-group identification, web personalization, advertising, and orchestration across the tech stack, and delivers actionable AI-powered insights to drive account-based marketing and sales at scale.

501 - 1000 employees

Founded 2005

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Strategy & Vision: Define and execute strategy for the TAM function, aligning its objectives directly with Demandbase company objectives and operational efficiency. • Team Leadership & Development: Recruit, coach, and manage a high-performing team of Technical Account Managers. Focus on continuous skills development, particularly the ability to translate complex technical issues into clear business impact. • Operational Excellence: Own the TAM operating model, including defining the service catalog, coverage criteria (which clients qualify for TAM support), and internal processes for technical account handover and escalation management. • Opeational Discipline: Manage the TAM function to ensure TAM utilization rates are balanced between proactive strategic work and reactive technical advisory. • Executive Escalation Point: Serve as the final escalation point for critical, complex technical issues that threaten a client’s adoption or renewal. • Proactive Risk Mitigation: Develop and implement strategies to proactively identify technical risks, usage bottlenecks, and environmental issues before they become critical client-facing problems. • Client Roadmap Partnership: Oversee the creation and execution of technical roadmaps for strategic clients, ensuring integration plans and architecture align with future product capabilities. • Drive Adoption: Partner with Customer Success Managers (CSMs) to accelerate product usage and feature adoption by removing technical impediments. • Product Feedback Loop: Systematically aggregate recurring technical insights, product gaps, and feature requests from the TAM team to provide credible, data-backed input to Product Management and Engineering leadership. • Sales/Pre-Sales Support: Collaborate with the Sales team on high-value deals by providing strategic technical validation, ensuring contracts are properly scoped to avoid future implementation pitfalls. • Documentation & Knowledge: Drive the creation of high-quality internal and external technical documentation, best practices, and playbooks to scale the TAM function and empower clients.

🎯 Requirements

• 7+ years of progressive experience in enterprise B2B software, with at least 3+ years managing a team of Technical Account Managers, Solutions Architects, or technical consultants. • Technical fluency in: • - CRM applications (SFDC, Microsoft Dynamics, Hubspot, etc.) • - Marketing Automation Systems (Marketo, Pardot, Hubspot, Eloqua, etc.) • - Understanding of Salesforce automation, lead management and marketing automation. • Proven understanding of key SaaS business metrics (e.g., NRR, GRR, LTV, CAC) and how the TAM function directly influences them. • Demonstrated ability to coach technical experts into effective business advisors and maintain high team morale and utilization. • Exceptional written and verbal communication skills, with proven ability to present complex technical issues and their business implications to C-level executives. • Bachelor’s degree in Computer Science, Engineering, or a related technical field is preferred.

🏖️ Benefits

• Offers Equity • Offers Bonus