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About the Role
Sitetracker is transforming its Services organization to a proactive, subscription-based partnership model. This role leads the global team of Technical Account Managers responsible for connecting technical delivery to customer business outcomes, moving from managing tickets to building strategic roadmaps and becoming trusted advisors. It's an opportunity to build the operating model, develop the team, and influence customer retention and expansion.
Responsibilities
- Lead the evolution of the Technical Account Management organization, coaching the team toward strategic customer partnership.
- Develop TAMs to lead executive conversations, challenge customers, connect technical priorities to business outcomes, and articulate Sitetracker's value.
- Partner with Customer Success to build relationships with executive stakeholders and establish strategic roadmaps and value validation plans.
- Help customers connect technical investments to measurable business KPIs and ROI.
- Support the transition from legacy SOW-based engagements to subscription-based FDE Tiers.
- Operate at the intersection of customers, Customer Success, Product, and Engineering.
- Translate business objectives into technical requirements and assess roadmap feasibility and scalability.
- Hold Engineering Pods accountable for delivery.
- Build the operational engine behind the organization, creating repeatable processes for strategic roadmaps, intake frameworks, customer health, and impact metrics.
- Build a deep understanding of Sitetracker’s TAM/FDE organization, customer portfolio, FDE Tiers, and delivery model.
- Establish relationships across Customer Success, Product, Engineering, and Services.
- Assess the capabilities of the existing TAM/BA team and identify necessary coaching, enablement, and process changes.
- Engage with strategic customers to understand their roadmaps, business objectives, and value measurement.
- Establish a consistent approach for Strategic Roadmaps and Value Validation Plans.
- Transition the TAM team toward proactive roadmap ownership, executive communication, and value-based customer engagement.
- Build stronger operating rhythms between TAMs, Customer Success, and Engineering Pods.
- Establish operational metrics and processes to measure customer impact, FDE adoption, delivery health, and team effectiveness.
- Build a scalable Technical Account Management operating model.
- Develop a TAM organization capable of leading executive-level customer conversations.
- Drive adoption and retention of FDE Tiers.
- Ensure Strategic Partner and Advanced/Tier 1 customers have active Strategic Roadmaps and Value Validation Plans.
- Establish a repeatable model that strengthens NDR and Gross Margin.
Requirements
- Proven track record managing a high-value portfolio of enterprise customers.
- Experience navigating complex C-level relationships.
- Experience leading executive QBRs.
- Understanding of SaaS metrics including NDR, ARR, and Gross Margin.
- Experience supporting renewals, expansion, or transitioning enterprise customers to new commercial or pricing models.
- Directly owned NDR or similar retention targets and/or built a value validation framework.
- Experience leading customer-facing technical or strategic teams.
- Experience developing people into trusted customer advisors.
- Hired, onboarded, coached, and scaled teams across global or remote environments.
- Experience leading teams through complex customer escalations.
- Successfully led a team through a significant organizational or business-model transformation.
- Strong understanding of Agile methodologies and the software development lifecycle.
- Experience resolving delivery friction across Customer Success, Engineering, Product, and other customer-facing teams.
- Solid foundational understanding of enterprise integrations and SaaS architecture.
- Experience bridging business and technical stakeholders.
- Created standardized customer journey maps, strategic roadmaps, templates, or operating frameworks.
- Ability to define and track operational health and customer impact metrics.
- Comfortable operating in ambiguity and building structure where a mature playbook does not yet exist.
- Ability to balance immediate customer and delivery needs with building scalable processes.
- Built or significantly evolved a TAM, Customer Success, or Professional Services function within a scaling SaaS organization.
Skills
- Executive Value & Commercial Leadership
- TAM Leadership & Team Transformation
- Technical & Delivery Leadership
- Operational Strategy & Scale
- Agile methodologies
- SaaS architecture
- Enterprise integrations
Salary/Compensations
- $190,000 - $220,000 a year
- The compensation will also include a bonus plan and equity
- The actual compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
About the Company
- Sitetracker is transforming its Services organization from a reactive, transactional delivery model to a proactive, subscription-based partnership model through its FDE Tiers.