Director, Technical Account Management

Job description

Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume. Technical Account Management is one of three pillars of Total Expert's Customer Success organization, alongside Customer Success Management and Customer Success Operations. The TAM team brings technical depth inside accounts and delivers Admin Copilot, Total Expert's subscription-based technical services offering sold in time blocks. The mandate for this role is to build on the foundation already in place and take it to a durable growth engine: one that compounds by continuously expanding what the team is capable of delivering, creating additional customer demand. We are looking for a leader who runs this like a business: owns the growing recurring revenue, builds delivery capability ahead of demand, uses AI and Total Expert extensibility toolsets to expand what a subscribed hour can accomplish, and makes realized value so visible that expansion becomes the customer's idea. Technical depth is the raw material of this offering. What customers subscribe to (integrations, journey automation creation and optimization, data hygiene, reporting, and platform optimization) is technical work, so the ceiling on what we can sell is the ceiling on what this team can competently build. This leader is expected to know the Total Expert platform and its extensibility surface deeply enough to see what is possible, and to raise the team's technical bar deliberately and continuously. ***For candidates based in the Dallas, TX or Minneapolis, MN area, the position follows a hybrid schedule with 3 on-site days per week. This position would be remote for qualifying candidates residing outside of those areas.*** **What you'll be doing** **Grow Admin Copilot into a scaled subscription business** - Own the Admin Copilot revenue line (contracted CARR, net time-block expansion, and retention of subscribed blocks) and forecast it within CS with the same rigor as any other recurring subscription service. - Drive expansion as a repeatable motion: surface accounts consuming beyond their subscribed blocks, quantify the value already delivered, and partner with CSMs and Sales to convert that demand into additional blocks well ahead of renewal. - Lead the conversion of legacy "designated TAM" and POD-funded work into support functions or paid, papered services that deliver value customers are willing to subscribe to, migrating remaining accounts onto the Admin Copilot model without destabilizing the relationship. - Partner with Finance, Sales and Professional Services on pricing, packaging, rate and ARR tracking, including resolving scope overlap with Professional Services and establishing a clear ownership line. **Continuously expand team capability and the service catalog** - Expand the scope of what Admin Copilot delivers, shifting the team from reactive configuration support toward proactive optimization. Every new capability becomes new addressable scope and a new reason for a customer to subscribe to more hours. - Make AI-enabled delivery the operating norm: use AI tooling and Total Expert extensibility tools to increase the throughput and sophistication of a subscribed hour, and build it into how the team works rather than running it as a perpetual pilot. - Productize what the team proves once (reference integrations, journey blueprints, reusable query and reporting libraries, automation scripts, and documented build patterns), so a capability delivered once can be delivered many times at a predictable cost. - Define and maintain the service catalog with unambiguous boundaries: what belongs in Admin Copilot, what routes to an SOW, and what should no longer consume TAM capacity at all. - Evolve POD boundaries so every request lands in the right delivery motion, reducing POD dependency while protecting the customer experience. **Own the technical standard** - Define the technical competency model for the team (what a TAM must be able to do unaided at each level across platform configuration, integrations, data and AI tooling), and certify against it rather than assume it. - Set and enforce technical quality standards for work performed in customer environments: documented configuration, change control, testing before deployment, and a rollback path. - Own the team's technical enablement as the platform evolves, including early adoption of extensibility and AI capabilities, such as the Total Expert MCP server, while they are still maturing. **Run delivery with capacity and margin discipline** - Own capacity planning across delivery models (Admin Copilot, POD, and transitional designated-TAM), modeling utilization, backlog and hiring needs against the revenue forecast so staffing leads demand while the mix deliberately shifts toward subscription. - Hold the delivery standard: turnaround commitments, backlog health and consistent execution quality. - Lead technical depth inside customer accounts: activation acceleration, configuration, data hygiene and optimization work that drives adoption and product penetration. **Make realized value visible** - Build AI-enabled Admin Copilot value reporting (hours delivered, work completed, in flight and backlogged, with the associated value attached), so every renewal conversation starts from evidence. - Partner with CS Operations and data teams on Planhat and success metric reporting, built on queryable platform and usage data rather than hand-built tallies, so the value story is repeatable and automated. - Arm CSMs and Sales teams with proof of value from Admin Copilot customers they can use directly in renewal, risk mitigation and expansion conversations. **Build and lead the team** - Lead and grow a team of Technical Account Managers and Team Leads, and design the org structure the next phase of scope expansion requires. - Create career paths, specialization and enablement that build genuine platform and lending-domain depth, and develop Team Leads who can own delivery quality independently. - Define and mature the necessary roles as Admin Copilot evolves (AI-enabled operations, solution-oriented technical talent), and build hiring practices that evaluate technical skill directly. - Set team accountability and performance metrics, and enforce standards tied to both customer outcomes and business results. **Partner across Total Expert** - Customer Success Management: joint account strategy, renewal risk mitigation and expansion plays. - CS Operations: health scoring, account signals, and EBR/QBR and renewal tooling. - Product and Engineering: a disciplined customer feedback loop, roadmap influence, and the platform and extensibility capabilities this service depends on. - Sales: attach Admin Copilot in new business and expansion motions, and equip sellers to position it credibly. - Finance: forecasting, pricing, and clean revenue tracking for a subscription service delivered in time blocks. - Act as the voice of the customer internally and the trusted technical advisor externally. **Technical expertise** **Total Expert platform mastery** - Expert-level command of platform configuration: journey orchestration and automation (multi-step, branching, trigger and audience logic), lead management and routing, segmentation and customer intelligence, AI-assisted sales tooling, content and template management, co-branding, and compliance approval workflows. - Enterprise-scale administration: user, role and permission models, org hierarchy and multi-brand structures, and the downstream implications of each for data access and reporting. - Able to translate a lender's actual business process (lead to application to funded loan to customer for life, loan officer and branch structure, marketing compliance review) into configuration that holds up at enterprise scale. **Integration strategy** - Fluent in how APIs, webhooks and event-driven integrations work, enough to lead a strategic conversation with a customer's technology leaders about how Total Expert connects to their LOS, POS, pricing engines, CRM and martech stack, and where stitching those systems together creates compounding value. - Able to assess an integration approach at the design-conversation level (what data should flow, in which direction, triggered by what, and with what tradeoffs and risks), and to direct the team or partners who build it. - Knows where an integration need belongs: Admin Copilot, an SOW, a partner, or the product roadmap. **Data fluency** - Understands how platform and usage data is structured and what it can answer: able to frame the right questions, interpret results critically, and direct the TAMs and analysts who write the queries. - Able to scope and direct data hygiene efforts (deduplication, normalization, hierarchy resolution and reconciliation across systems), and to hold the team to proving the result. - Defines the metrics that make Admin Copilot value defensible at renewal, and knows when a number is trustworthy and when it is an artifact of the data. **AI capabilities** - A fluent personal user of modern AI tooling, able to turn AI-assisted workflows for configuration, QA, documentation and value reporting into standard team practice. - Working understanding of agentic tooling and the Model Context Protocol (MCP): how an MCP server exposes platform capability to an AI client, and how to put that to work inside a delivery team to expand what a subscribed hour accomplishes or can deliver to a customer. - Sound judgment about AI output: where it is reliable, where it requires human verification, how to evaluate quality, and how to handle customer data responsibly inside AI workflows. - Able to tell the difference between AI that genuinely expands delivery capability and AI that only relocates the effort. **Development landscape** - Understands the development landscape (APIs, SQL, scripting languages such as Python and JavaScript, middleware and iPaaS, AI agents) well enough to judge what is possible, what effort it takes, and which skills the team needs to deliver it. - Uses that understanding to set technical skill targets for the team, scope work accurately, and match the right technical talent to the right problems. - Comfortable in the operating tooling of technical delivery (Jira, Confluence, support and knowledge base platforms), and able to read a technical escalation well enough to judge its severity and route it. **Compliance and security fluency** - Understands the compliance surface this work touches: TCPA and DNC implications, consent capture and suppression, audit logging, and communication controls, and positions platform capability as enablement, recognizing that regulatory responsibility rests with the lender. - Handles PII and NPI appropriately, understands role-based access and data retention expectations, and can engage credibly with a customer's security and compliance reviewers. **What we're looking for:** **Required** - Leadership experience: Leading a customer-facing technical delivery organization (technical account management, managed services, professional services or technical customer success), including leading through managers or team leads. - Commercial ownership: Accountability for a services or subscription revenue line, with real ownership of growth, expansion and forecast accuracy. Experience turning an informal or unpaid service motion into a priced, packaged, papered offering is a strong signal. - Delivery economics: Capacity planning, utilization and backlog management in a billable or subscribed-hours model, with the analytical ability to build both the value case and the staffing case. - Platform depth: Credibility at the administration and configuration level of a complex, highly configurable SaaS platform, able to earn the trust of customer administrators and technology leaders, and to engage substantively with Product and Engineering. If that depth was built on another platform, demonstrated ability to reach expert level on ours quickly. - Technical leadership: Strategic fluency in APIs, integrations and data, enough to shape how platforms are stitched together to create customer value, and to direct the technical talent who build it. You should be able to walk through an integration or data initiative you led: the decisions you made and why. - AI leverage: Demonstrated use of AI and automation to expand what a delivery team can take on, not merely to reduce effort. This includes familiarity with agentic or MCP-style tooling. - Cross-functional range: Partnering with Finance and Sales on pricing and packaging, and holding clear scope boundaries with Professional Services. - Executive presence: Working with high-profile, strategic customers at the executive level, including ownership of escalations and difficult commercial conversations. - People development: People management and development grounded in accountability, continuous learning and improvement, including building technical skill in others, not only managing their workload. - Up to 10% travel. **Preferred** - Mortgage, banking, credit union or broader financial services background, including familiarity with LOS, POS and pricing engines and the martech ecosystem lenders rely on. - Vertical SaaS experience, particularly in a regulated industry. - Familiarity with Planhat, or comparable customer success platforms. - Experience with AI and MCP or similar AI integration tooling in a delivery context. - Experience building a technical certification or competency program for a delivery team. - Experience with BI and visualization tooling beyond spreadsheets. **Compensation/Benefits:** The anticipated base salary range for this role is $160,000 - $200,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including Medical, Dental, Vision, HSA (Health Savings Account), FSA (Flexible Spending Accounts), company paid Life Insurance, Short-Term Disability, Long-Term Disability, Flexible Time-Off (FTO), Paid Parental Leave, and 401(k) with employer match. ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.***