Technical Account Manager

Job description

### The Opportunity Join us as a Technical Account Manager, where you'll provide strategic guidance to our largest customers, directly driving adoption, retention, expansion, and annualized services growth. This is a career-defining opportunity to wield end-to-end strategic leverage, blending high-impact enterprise architecture with long-term account ownership. You won't just oversee timelines—you'll shape product strategy, lead customer transformations, and solve complex challenges without getting bogged down in reactive firefighting. ### What You'll Do Historically, our customer-facing technical roles focused on foundational support. As Sitetracker has scaled, this position has evolved into a pivotal strategic advisory role, fundamentally impacting customer outcomes, retention, expansion, and services revenue. We are now intentionally seeking professionals who bring a robust blend of strategic consulting, technical leadership, change management expertise, and a proven ability to drive value realization. In this role, you will champion our most complex accounts, guiding them through sophisticated business and technology transformations, and contribute directly to the long-term growth of our annualized services business. You will operate as a trusted partner, proactively steering customers towards their desired business outcomes and ensuring their Sitetracker investment delivers maximum value. ### The Skills You'll Have #### Strategic Consulting & Value Leadership - You'll provide examples of steering customers toward a recommended solution when their initial direction was unlikely to achieve desired outcomes. - You'll demonstrate the ability to connect product capabilities to tangible business goals and operational improvements. - You'll skillfully facilitate complex decision-making among diverse stakeholder groups. - You'll provide evidence of influencing executive and operational stakeholders to change direction based on business value, resulting in measurable customer outcomes or expansion. - You'll clearly articulate a repeatable framework for driving value realization and long-term customer success. #### Technical & Solution Leadership - You'll have directly or indirectly managed implementation teams, including solution architects, consultants, and engineers. - You'll expertly explain basic architecture concepts, integration patterns, data flows, and platform considerations. - You'll articulate the business implications of critical technical decisions. - You'll independently facilitate sophisticated solution design discussions involving integrations, data architecture, and platform scalability. - You'll demonstrate a strong understanding of Salesforce ecosystem concepts, enterprise architecture principles, and implementation best practices. #### Organizational Change & Adoption Leadership - You'll have experience supporting organizational change during technology implementations. - You'll identify potential adoption risks and develop proactive mitigation strategies. - You'll effectively facilitate stakeholder alignment and user readiness activities. - You'll demonstrate a structured, repeatable approach to organizational change management. - You'll coach executive sponsors and business leaders on how to effectively drive organizational change within their teams. #### Growth Mindset, Initiative & Continuous Improvement - You'll provide examples of identifying and implementing significant improvements without being explicitly directed to do so. - You'll rapidly learn unfamiliar concepts and apply them effectively within a reasonable timeframe. - You'll proactively address risks or opportunities before they escalate into larger issues. - You'll consistently identify opportunities to improve customer outcomes, delivery processes, or business results beyond the scope of your assigned responsibilities. - You'll provide examples where you created new approaches, frameworks, or best practices that were subsequently adopted by customers, teams, or the organization. ### Within 90 Days, You'll - Develop a foundational multi-quarter Technical Account Plan for each of your core accounts, bridging architectural strategy with initial operational goals. - Establish a continuous cadence for logging key technical trade-offs and updating architectural state changes immediately as customer systems evolve. - Begin serving as a Strategic Advisor, providing initial consulting and solution leadership for critical customer transformation initiatives. ### Within 180 Days, You'll - Lead structured quarterly technical syncs with customer stakeholders, validating that their system reality still aligns with their business objectives. - Proactively identify adoption risks and guide customers through change management, ensuring new processes and behaviors are successfully adopted. - Drive sound solution decisions by evaluating tradeoffs and directing solution architects and engineers, connecting technical choices to measurable business outcomes. ### Within 365 Days, You'll - Own the long-term architectural strategy for your core accounts, consistently maximizing value realization and driving annualized services growth. - Influence executive-level product strategy by providing valuable customer insights and recommendations. - Serve as the indispensable trusted advisor for your customers, guiding them through complex business and technology transformations that yield significant, measurable success.