Director, Technical Account Management

What you'll do

• Establish and enforce service standards, QBR cadences, partner communication protocols, and escalation frameworks across the team
• Build and maintain a Technical Account Management department that serves partners across all NinjaTrader business units
• Serve as executive sponsor and escalation point for NinjaTrader's highest-revenue and highest-complexity partner relationships
• Run executive business reviews (EBRs) with C-level and VP-level stakeholders at key partner organizations
• Own team-level KPIs including Time-to-First-Trade (TTFT), Net Revenue Retention (NRR), partner satisfaction, and SLA performance
• Establish a structured weekly or bi-weekly vendor cadence across the team to surface blockers, align on priorities, and set clear expectations
• Agregate product feedback and technical pain points from across the partner portfolio and deliver prioritized, actionable inputs to Product and Engineering leadership
• Influence the product roadmap on behalf of NinjaTrader's most strategic partners
• Partner with Engineering and Product to get partner needs scoped, sequenced, and delivered while setting clear, credible expectations back to partners on timelines
• Champion enablement content development such as API documentation, partner-facing resources, and onboarding materials

What you'll need

• 8+ years in a technical customer-facing role such as Technical Account Management, Solutions Engineering, Customer Success, or Technical Program Management in a SaaS, fintech, or market data context
• 3+ years in a people management or team leadership role, with a track record of building and developing high-performing technical teams
• Proven experience managing complex B2B relationships at the executive level and delivering measurable outcomes across technical and commercial stakeholders
• Demonstrated ability to build organizational structure from scratch or in an early-stage environment, including defining roles, setting standards, and hiring to a model
• Experience working with APIs & JSON
• Ability to engage credibly with engineers and architects by understanding integration patterns, diagnosing technical issues, and providing actionable guidance
• Comfort reviewing technical SOWs, integration specifications, and implementation plans
• Exceptional executive presence with the ability to lead high-stakes partner conversations, de-escalate crises, and represent NinjaTrader at the senior level
• Cross-functional fluency; equally effective in a room with engineers, product managers, and C-suite executives, with the ability to translate between all three
• Strong organizational skills and the ability to manage multiple large accounts and team operations simultaneously in a fast-paced environment
• Data-driven mindset with experience tracking key metrics, building dashboards and reporting, and using insights to drive team performance

Bonus points for

• Background in trading platforms, market data systems, or financial services (futures, equities, or derivatives)
• Experience building or formalizing a Technical Account Management, Customer Success Management, or Solutions Engineering function at a growth-stage company
• Prior experience working with or alongside engineering support teams
• Experience working with OAuth & WebSockets

Compensation

The salary range for this role will be $165,000.00 - $185,000.00 USD. In addition, this position will also receive an annual target bonus of 15%. Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%). Salary and bonus earnings are only two components of the total compensation package offered by NinjaTrader. NinjaTrader offers a 401K plan through ADP under which the company will match up to 3.5% of employee contributions. Annual paid time off allowance accrues at a rate of 23 days per year plus seven paid holidays.

Location

This role is based in Chicago, IL. *There may be remote flexibility for exceptional candidates in the following states: California, Colorado, Florida, Georgia, Illinois, Indiana, Minnesota, Missouri, Montana, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Texas, Utah, Vermont, Virginia, Washington, Washington DC, Wisconsin. Hybrid: For Chicago-based employees, we follow a hybrid work schedule: In-office Tuesday through Thursday, with remote work on Mondays and Fridays. In addition to these weekly remote days, we offer: 20 additional flex remote days annually5 Company Wide Office-Optional weeks tied to major holidays

Our Core Benefits Include

• Generous PTO
• 7 Paid Holidays Annually + 5 Conditional Holidays Annually
• 1 Service Day Annually
• 401k with 3.5% Company Match
• Paid Parental Bonding Leave
• Health, Vision, Dental Coverage
• Life and Disability Insurance Covered 100% by NinjaTrader