Director, Technical Account Management
About the role
Togetherwork provides integrated software and payments solutions that help communities, organizations, and businesses operate more efficiently, grow revenue, and better serve their members, customers, and participants. Our solutions support a broad set of vertical markets, including associations, camps, studios, pet-care, education and youth programs, nonprofits, municipalities, faith-based organizations, wellness businesses, and other community-based organizations.
Position Summary
The Director of Technical Account Management will be responsible for building, commercializing, launching, operating, and scaling Togetherwork's Technical Account Management function as a paid premium support program. This is not a traditional sales account management role. The focus is on premium technical support, proactive customer health management, escalation ownership, operational excellence, and creating a differentiated service experience that customers are willing to pay for. This leader will stand up the program from scratch and will be accountable for moving quickly from concept to revenue.
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.
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.
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
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.
Create and oversee 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.
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.
Built, 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
Create and lead governance forums for premium support, including regular cross-functional reviews with Support, Product, Engineering, Customer Success, Sales, Finance, Implementation, and business unit leaders.
Develop a repeatable approach for post-incident reviews, executive summaries, customer-facing action plans, internal lessons learned, and revenue performance reviews.
Ensure the program is scalable, measurable, commercially viable, and operationally disciplined while still allowing flexibility across Togetherwork's different product lines and customer types.
Partner Cross-Functionally Across Products and Verticals
Work closely with Support teams to advocate for customer-impacting defects, technical debt, product gaps, integration issues, and reliability concerns surfaced through the TAM program.
Collaborate with Customer Success to align on customer health, renewal risks, adoption blockers, executive communication, commercial opportunities, and action plans for strategic accounts.
Collaborate with Support leaders to ensure premium support processes complement, rather than duplicate, the broader support organization.
Work with Implementation and Professional Services teams to ensure customers transitioning from onboarding to steady-state support have clear ownership, documentation, and technical continuity.
Partner with Payments, Security, Data, and Platform teams as needed to support customers with complex operational, compliance, integration, or transaction-related needs.
Provide leadership with a clear view of systemic customer issues, product friction, vertical-specific support trends, and opportunities to improve the overall customer experience.
Manage Escalations and Executive-Level Customer Communication
Lead or oversee critical customer escalations involving complex technical issues, repeated support failures, major incidents, high-risk accounts, or executive visibility.
Ensure escalations have clear owners, timelines, communication plans, next steps, and resolution criteria.
Communicate confidently with customer executives, technical administrators, internal leaders, and cross-functional teams during sensitive or high-pressure situations.
Translate complex technical issues into clear business language for non-technical stakeholders.
Ensure customers receive appropriate transparency, urgency, and follow-through without overcommitting or creating unrealistic expectations.
Develop escalation playbooks and communication standards that can be used consistently across the TAM team.
Improve the Customer and Employee Experience
Partner with Knowledge Management and Support Enablement teams to improve customer-facing and internal documentation.
Champion process improvements that help TAMs, Support teams, and cross-functional partners work more effectively.
Gather structured feedback from premium customers and internal stakeholders to continuously refine the TAM offering.
Help define the long-term vision for premium support at Togetherwork, including