Sr. Director, Technical Account Management and Customer Engagement - Remote

Overview

As the leader of the Technical Account Managers (TAMs) and support, you will directly lead multiple teams that support customers with various product focus areas, having an emphasis on cloud-based software. Your leadership will play a crucial role in enhancing public safety and enabling law enforcement agencies to leverage technology effectively for mission-critical operations.

In Short

• Lead Technical Account Managers and support teams.
• Drive exceptional technical support delivery.
• Enhance public safety through technology adoption.
• Manage escalations and complex customer issues.
• Collaborate with cross-functional teams for customer satisfaction.
• Monitor team performance and implement improvements.
• Foster a collaborative team environment.
• Develop technical documentation and job aids.
• Provide regular reporting to senior leadership.
• Champion a culture of innovation and continuous learning.

Requirements

• 12-15+ years of relevant business experience.
• 5-10+ years managing diverse teams for Major City or Enterprise-level customers.
• 2-5+ years leading teams supporting complex software products.
• Proven track record managing executive-level customer relationships.
• Experience with high-visibility customer escalations.
• Excellent organizational and time management skills.
• Advanced experience with Microsoft Windows OS and Networking.
• Experience using systems like Splunk, JIRA, and Salesforce.
• Ability to communicate effectively with various stakeholders.
• Must pass a Criminal Justice Information Services (CJIS) background check.

Benefits

• Competitive salary and 401k with employer match.
• Discretionary paid time off.
• Paid parental leave for all.
• Medical, Dental, Vision plans.
• Fitness Programs.
• Emotional & Mental Wellness support.
• Learning & Development programs.
• Snacks in the offices.