Technical Account Manager

Job Description

Job Description

The Opportunity

Join us as a Technical Account Manager, where you'll provide strategic guidance to our largest customers, directly driving adoption, retention, expansion, and annualized services growth. This is a career-defining opportunity to wield end-to-end strategic leverage, blending high-impact enterprise architecture with long-term account ownership. You won't just oversee timelines—you'll shape product strategy, lead customer transformations, and solve complex challenges without getting bogged down in reactive firefighting.

What You'll Do

Historically, our customer-facing technical roles focused on foundational support. As Sitetracker has scaled, this position has evolved into a pivotal strategic advisory role, fundamentally impacting customer outcomes, retention, expansion, and services revenue. We are now intentionally seeking professionals who bring a robust blend of strategic consulting, technical leadership, change management expertise, and a proven ability to drive value realization. In this role, you will champion our most complex accounts, guiding them through sophisticated business and technology transformations, and contribute directly to the long-term growth of our annualized services business. You will operate as a trusted partner, proactively steering customers towards their desired business outcomes and ensuring their Sitetracker investment delivers maximum value.

The Skills You'll HaveStrategic Consulting & Value Leadership

• You'll provide examples of steering customers toward a recommended solution when their initial direction was unlikely to achieve desired outcomes.
• You'll demonstrate the ability to connect product capabilities to tangible business goals and operational improvements.
• You'll skillfully facilitate complex decision-making among diverse stakeholder groups.
• You'll provide evidence of influencing executive and operational stakeholders to change direction based on business value, resulting in measurable customer outcomes or expansion.
• You'll clearly articulate a repeatable framework for driving value realization and long-term customer success.

Technical & Solution Leadership

• You'll have directly or indirectly managed implementation teams, including solution architects, consultants, and engineers.
• You'll expertly explain basic architecture concepts, integration patterns, data flows, and platform considerations.
• You'll articulate the business implications of critical technical decisions.
• You'll independently facilitate sophisticated solution design discussions involving integrations, data architecture, and platform scalability.
• You'll demonstrate a strong understanding of Salesforce ecosystem concepts, enterprise architecture principles, and implementation best practices.

Organizational Change & Adoption Leadership

• You'll have experience supporting organizational change during technology implementations.
• You'll identify potential adoption risks and develop proactive mitigation strategies.
• You'll effectively facilitate stakeholder alignment and user readiness activities.
• You'll demonstrate a structured, repeatable approach to organizational change management.
• You'll coach executive sponsors and business leaders on how to effectively drive organizational change within their teams.

Growth Mindset, Initiative & Continuous Improvement

• You'll provide examples of identifying and implementing significant improvements without being explicitly directed to do so.
• You'll rapidly learn unfamiliar concepts and apply them effectively within a reasonable timeframe.
• You'll proactively address risks or opportunities before they escalate into larger issues.
• You'll consistently identify opportunities to improve customer outcomes, delivery processes, or business results beyond the scope of your assigned responsibilities.
• You'll provide examples where you created new approaches, frameworks, or best practices that were subsequently adopted by customers, teams, or the organization.

Within 90 Days, You'll

• Develop a foundational multi-quarter Technical Account Plan for each of your core accounts, bridging architectural strategy with initial operational goals.

• Establish a continuous cadence for logging key technical trade-offs and updating architectural state changes immediately as customer systems evolve.

• Begin serving as a Strategic Advisor, providing initial consulting and solution leadership for critical customer transformation initiatives.

Within 180 Days, You'll

• Lead structured quarterly technical syncs with customer stakeholders, validating that their system reality still aligns with their business objectives.

• Proactively identify adoption risks and guide customers through change management, ensuring new processes and behaviors are successfully adopted.

• Drive sound solution decisions by evaluating tradeoffs and directing solution architects and engineers, connecting technical choices to measurable business outcomes.

Within 365 Days, You'll

• Own the long-term architectural strategy for your core accounts, consistently maximizing value realization and driving annualized services growth.

• Influence executive-level product strategy by providing valuable customer insights and recommendations.

• Serve as the indispensable trusted advisor for your customers, guiding them through complex business and technology transformations that yield significant, measurable success.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.