Description
About the Role: We are seeking an experienced Technical Account Management Sales Director to lead and transform our post-sales organization in the EMEA and APAC regions. This strategic role will be responsible for driving customer success, revenue growth, and team excellence in our technical account management operations. This role is crucial in driving our company's post-sales transformation and ensuring customer success while maintaining sustainable growth. The successful candidate will play a pivotal role in shaping our customer success strategy and building a high-performing technical account management organization. Key Responsibilities: • Lead and mentor a team of Technical Account Managers (TAMs) to achieve strategic objectives • Establish and monitor team KPIs, including customer satisfaction, revenue targets, and adoption metrics • Develop and implement best practices for team operations and customer engagement • Serve as the primary point of contact for high-level commercial negotiations with partners and clients • Drive strategic initiatives to achieve 115% net revenue retention • Oversee contract renewals and ensure successful transition to new SKU models • Guide the team in identifying and executing upsell/cross-sell opportunities • Maintain churn rates below 5% while achieving minimum 10% revenue uplift on existing accounts • Ensure effective implementation of customer success strategies across all accounts • Monitor and optimize customer adoption metrics • Oversee the development of recovery plans for at-risk accounts • Drive customer satisfaction through proactive engagement and strategic planning • Oversee the accurate maintenance of customer data in Salesforce • Coordinate with Solution Implementations for successful project implementations
Requirements
• 10+ years of experience in technical account management, customer success, or similar roles • 5+ years of leadership experience in a B2B SaaS environment • Proven track record of driving revenue growth and customer retention • Experience in managing large enterprise accounts and partner relationships • Excellence in commercial negotiations and strategic planning • Strong analytical skills with data-driven decision-making capability • Experience in Microsoft 365 ecosystem • Background in security and compliance solutions
