Director, Technical Account Management

NinjaTrader; Chicago (IL); Hybrid; USD 165,000 - 185,000; Full time

Benefits offered by this job

401(k) plan with company match

Generous paid time off

Health, Vision, Dental Coverage

Job summary

NinjaTrader is seeking a Director of Technical Account Management in Chicago to lead the vision and execution of their Technical Account Management team. This position entails managing high-revenue partner relationships and developing a team of Technical Account Managers while ensuring strong partnerships and trust.

The role requires over 8 years in a technical customer-facing capacity and a proven track record in managing complex B2B relationships. The incumbent will implement service standards and facilitate executive business reviews to drive performance.

Qualifications

• Proven experience managing complex B2B relationships at the executive level.
• Strong working knowledge of cloud architecture and data streaming.
• Exceptional executive presence with high-stakes partner conversations.

Responsibilities

• Establish and enforce service standards and partner communication protocols.
• Build and maintain a Technical Account Management department.
• Run executive business reviews with C-level and VP-level stakeholders.

Skills

Technical Account Management

People Management

B2B Relationship Management

Cloud Platforms (GCP, AWS, Azure)

Integration and Technical Issue Diagnosis

Data-Driven Mindset

Education

8+ years in a technical customer-facing role

3+ years in people-management or team leadership role

Tools

RESTful APIs

OAuth

JSON

WebSockets

Job description

What you'll do:

As Director of Technical Account Management at NinjaTrader, you will own the vision, structure, and execution of this team. You'll define how NinjaTrader shows up for its most strategic partners, set the bar for what great looks like, and build a Technical Account Management function that builds trust and strong partnerships. You will be hands‑on with the team, the partners, and the product. You will manage and develop a team of Technical Account Managers, directly own a portfolio of the most complex and highest‑revenue partner relationships, and serve as the executive escalation point for the function. On‑call availability as needed is required.

In this role you will:

• Establish and enforce service standards, QBR cadences, partner communication protocols, and escalation frameworks across the team
• Build and maintain a Technical Account Management department that serves partners across all NinjaTrader business units
• Serve as executive sponsor and escalation point for NinjaTrader's highest‑revenue and highest‑complexity partner relationships
• Run executive business reviews (EBRs) with C‑level and VP‑level stakeholders at key partner organizations
• Own team‑level KPIs including Time‑to‑First‑Trade (TTFT), Net Revenue Retention (NRR), partner satisfaction, and SLA performance
• Establish a structured weekly or bi‑weekly vendor cadence across the team to surface blockers, align on priorities, and set clear expectations
• Aggregate product feedback and technical pain points from across the partner portfolio and deliver prioritized, actionable inputs to Product and Engineering leadership
• Influence the product roadmap on behalf of NinjaTrader's most strategic partners
• Partner with Engineering and Product to get partner needs scoped, sequenced, and delivered while setting clear, credible expectations back to partners on timelines
• Champion enablement content development such as API documentation, partner‑facing resources, and onboarding materials

What you'll need:

• 8+ years in a technical customer‑facing role such as Technical Account Management, Solutions Engineering, Customer Success, or Technical Program Management in a SaaS, fintech, or market data context
• 3+ years in a people‑management or team leadership role, with a track record of building and developing high‑performing technical teams
• Proven experience managing complex B2B relationships at the executive level and delivering measurable outcomes across technical and commercial stakeholders
• Demonstrated ability to build organizational structure from scratch or in an early‑stage environment, including defining roles, setting standards, and hiring to a model
• Deep familiarity with RESTful APIs, OAuth, JSON, WebSockets, and cloud platforms (GCP, AWS, or Azure)
• Ability to engage credibly with engineers and architects by understanding integration patterns, diagnosing technical issues, and providing actionable guidance
• Strong working knowledge of cloud architecture, data streaming, and middleware solutions
• Comfort reviewing technical SOWs, integration specifications, and implementation plans
• Exceptional executive presence with the ability to lead high‑stakes partner conversations, de‑escalate crises, and represent NinjaTrader at the senior level
• Cross‑functional fluency; equally effective in a room with engineers, product managers, and C‑suite executives, with the ability to translate between all three
• Strong organizational skills and the ability to manage multiple large accounts and team operations simultaneously in a fast‑paced environment
• Data‑driven mindset with experience tracking key metrics, building dashboards, and reporting, and using insights to drive team performance

Bonus points for:

• Background in trading platforms, market data systems, or financial services (futures, equities, or derivatives)
• Familiarity with financial regulatory compliance frameworks such as SOC 2 and PCI‑DSS
• Experience building or formalizing a Technical Account Management, Customer Success Management, or Solutions Engineering function at a growth‑stage company
• Comfort with scripting languages such as Python or JavaScript for debugging, proof‑of‑concept development, or enablement tooling
• Prior experience working with or alongside API support tiers and a strong understanding of L1/L2/L3 escalation models

Compensation:

The salary range for this role will be $165,000.XX - $185,000.00 USD. In addition, this position will also receive an annual target bonus of 15%. Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%). Salary and bonus earnings are only two components of the total compensation package offered by NinjaTrader. NinjaTrader offers a 401(k) plan through ADP under which the company will match up to 3.5% of employee contributions. Annual paid time off allowance accrues at a rate of 23 days per year plus seven paid holidays.

Location:

This role is based in Chicago, IL. Remote flexibility may be offered for exceptional candidates in the following states: California, Colorado, Florida, Georgia, Illinois, Indiana, Minnesota, Missouri, Montana, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Texas, Utah, Vermont, Virginia, Washington, Washington DC, Wisconsin.

Hybrid:

For Chicago‑based employees, we follow a hybrid work schedule: In‑office Tuesday through Thursday, with remote work on Mondays and Fridays. In addition to these weekly remote days, we offer:

• 20 additional flex remote days annually
• 5 Company‑Wide Office‑Optional weeks tied to major holidays

Our Core Benefits Include:

• Generous PTO
• 7 Paid Holidays Annually + 5 Conditional Holidays Annually
• 1 Service Day Annually
• 401(k) with 3.5% Company Match
• Paid Parental Bonding Leave
• Health, Vision, Dental Coverage
• Life and Disability Insurance Covered 100% by NinjaTrader

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.