TAM Director (Technical Account Manager)

Advantage Solutions - Chicago, IL

Full-time - Senior

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Director of Technical Account Management is responsible for leading a team of technical account managers to ensure exceptional client success through technical expertise and proactive engagement. This role involves managing key accounts directly, serving as the primary point of contact for escalated technical issues, and collaborating with internal teams to deliver strategic solutions that align with client business objectives. The Director will foster strong client relationships and ensure best practices in issue resolution and product adoption.

Responsibilities

• Lead and develop the technical account management team, fostering a culture of customer centricity and continuous improvement.
• Set clear goals and performance metrics for the team, ensuring alignment with overall company objectives.
• Provide coaching and professional development opportunities for team members.
• Own the account review process, ensuring regular check-ins with retail client teams to assess satisfaction and address concerns.
• Develop and implement customer success strategies to increase user product adoption, customer satisfaction, and retention.
• Lead initiatives that align technical solutions with retail client business objectives, driving long-term client success.
• Collaborate with internal teams (Product, Engineering, and Sales) to ensure seamless communication and delivery of solutions to clients.
• Provide technical consultation and guidance to clients, ensuring they leverage the full value of the company's products and services.
• Oversee the identification and resolution of technical challenges faced by retail clients, ensuring issues are addressed quickly and efficiently.
• Leverage data and analytics to assess account performance and identify trends, opportunities, and areas for improvement.

Requirements

• Bachelor's Degree or equivalent experience.
• 8+ years of experience in technical account management, customer success, or a similar technical client-facing role, with at least 5 years in a leadership/management capacity.
• Strong technical knowledge across relevant technologies, systems, or platforms, with the ability to translate complex technical concepts into business solutions.
• Excellent communication, problem-solving, and interpersonal skills, with the ability to engage and influence both internal and external stakeholders at all levels.
• Experience working cross-functionally with sales, product, and engineering teams to drive client success and retention.
• Data-driven decision-making skills, with the ability to analyze metrics and use insights to improve customer engagement and outcomes.

Nice-to-haves

• Experience in developing best practices in project management methodologies.
• Knowledge of emerging technologies and trends in technical account management.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling