Director, Technical Account Management

Togetherwork; Austin (TX); On-site; USD 150,000 - 190,000; Full time

Job summary

Togetherwork is seeking a Director of Technical Account Management to design, launch, and monetize a premium TAM program for strategic, high-value customers. You will build the operating model, define service tiers, pricing, and success metrics, and collaborate with Sales, Product, and Engineering to drive revenue from premium support.

This hands-on role will oversee a TAM team, establish delivery standards, and ensure a proactive, technically credible support experience across multiple products

Responsibilities

• Design, build, launch, and operate Togetherwork's Technical Account Management program as a paid premium offering for strategic, high-value customers.
• Own the creation of the program charter, operating model, service tiers, eligibility criteria, staffing model, engagement cadence, escalation framework, reporting structure, and success metrics.
• Partner with Sales, Customer Success, Finance, Support, Product, and leadership to define the commercial model for premium support, including packaging, pricing inputs, service levels, and renewal/expansion.
• Develop a premium offering that can be clearly explained, sold, delivered, and measured across multiple Togetherwork products and verticals.
• Create initial go-to-market framework for the TAM program, including segmentation, target lists, enablement materials, FAQs, descriptions, and pilot criteria.
• Work with Sales and Customer Success to identify early adopters and scale the program.

Job description

AboutTogetherwork

Togetherworkprovides integrated software andpaymentssolutions that help communities, organizations, and businessesoperatemore 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.

PositionSummary

The Director of Technical Account Managementwillbe responsible forbuilding, launching, monetizing, and leading 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. Within the first six months, the Director is expected to define the premium support offering, partner with commercial teams on packaging and pricing, identify the initial customer segments, launch a pilot, support early sales efforts, establish service delivery standards, and begin generating measurable revenue from the program.

This role is ideal for a hands-on builder who has experience scaling premium support, technical account management, enterprise support, or customer engineering programs in a SaaS or software environment. The Director must be equally comfortable designing the operating model, managing complex customer escalations, supervising TAM team members, collaborating with Product and Engineering, and partnering with Sales and Customer Success to turn premium support into a valuable, revenue-generating offering.

The successful candidate will bring strong technical supportexpertise, commercial awareness, executive communication skills, operational discipline, and the ability to create structure in a multi-product, multi-vertical environment. This person will serve as the leader responsible for ensuring Togetherwork's most important and complex customers receive a proactive, coordinated, technically credible, and premium support experience.

KeyResponsibilities

Build and Monetize the TAM / Premium Support Program

• Design, build, launch, and operateTogetherwork'sTechnical 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.
• Develop a premium support offering that can be clearly explained, sold, delivered, and measured across multipleTogetherwork products and verticals.
• 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