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Director of Technical Account Management
@Aquivalabs
[Hiring] Director of Technical Account Management @Aquivalabs
Mar 14, 2025 - Aquivalabs is hiring a remote Director of Technical Account Management. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role involves working with large accounts in all phases of a project, from ideation through activation. The TAM will work closely with clients to:
- Define their current state and desired future state
- Create detailed data flow diagrams
- Document use cases and requirements
- Work with the product management team to define epics and user stories
- Ensure solutions are created and implemented on time and on budget
We are a global, remote organization, so the position may be located anywhere in the world but must have the ability to work on US time zones.
Key Responsibilities and Performance Metrics
-
Technical Relationship Management:
- Act as the primary technical point of contact for assigned hospitality accounts
- Build strong, trusted relationships with key stakeholders
- Understand clients' technical environments, workflows, and business needs
- Proactively monitor system performance and identify potential issues
-
Commercial Collaboration:
- Collaborate with the commercial sales team on financial arrangements and agreements
- Support the sales team in developing and presenting technical proposals
-
Escalation and Triage:
- Serve as the Level 4 escalation and triage point for complex technical issues
- Develop and maintain a comprehensive understanding of product architecture
-
Sales Opportunity Identification:
- Identify new sales opportunities within existing accounts
- Work closely with the sales team to generate new Statements of Work (SOWs)
-
Account Strategy and Roadmap:
- Define and implement an overall technical strategy and roadmap for each assigned account
- Provide strategic guidance on technology adoption, upgrades, and enhancements
-
Customer Advocacy:
- Act as the customer's voice within the organization
- Advocate for their needs and provide feedback to product and engineering teams
Performance Metrics
- Customer satisfaction (CSAT) scores
- Account retention and growth
- Upselling and cross-selling success
- Resolution time for technical issues
- Successful implementation of account roadmaps
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- Proven experience in technical account management, customer success, or similar roles within the hospitality technology industry
- Strong understanding of hospitality technology solutions (e.g., PMS, POS, CRM, booking engines, etc)
- Excellent technical troubleshooting and problem-solving skills
- Strong communication, presentation, and interpersonal skills
- Ability to build and maintain strong relationships with clients and internal stakeholders
- Experience working with sales teams and developing commercial agreements
- Ability to manage multiple priorities and work in a fast-paced environment
- Ability to understand and explain complex technical concepts to non-technical audiences
- Experience with CRM software (Salesforce, etc) is a plus
Travel
- Ability to travel to attend in-person client meetings as needed (typically 3-5 days per quarter)
Benefits
- Co-working spaces and Offices for collaboration
- Team Activities
- Colleague Recognition Program
- Flexible and Generous PTO policy
- Paid Sick Leaves, Parental leaves
- Healthcare
- For US candidates: 401K Match, Life Insurance, Medical/Dental/Vision
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Sales / Business
Sales / Business
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 14, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
