Global Director of Technical Account Management

We're looking for a leader to join the team as our Global Director of Technical Account Management. This role will be responsible for scaling our proactive technical teams across a multi-product suite, with the ultimate goal of driving adoption, retention, and expansion.

Responsibilities

• Lead a global team owning the technical relationship and engagement model with our customers, from sales handoff through post-sales onboarding and adoption.
• Drive healthy Adoption, Expansion, Net Retention, Churn targets.
• Own the value proposition for the PVcase multi-product suite, understanding how it can be applied to address specific customer needs across the globe.
• Collaborate with cross-functional PVcase teams including Customer Success, Sales, Product, and Marketing, to ensure a seamless customer journey.
• Act as a customer liaison within the organization, advocating to senior leadership as needed.
• Develop strategic programs and practices to influence future revenue potential through higher product adoption and customer satisfaction during the onboarding process.
• Define and implement necessary systems and tools to provide key business information and drive team effectiveness.

Job requirements

• Experience leading and uniting global teams of 10+ people.
• Background in growing and up-skilling technical teams.
• 7+ years of relevant software and customer success experience.
• Proficient in Customer Success metrics and forecasting.
• Strong communication skills to effectively collaborate with internal and external teams.
• Conflict-resolution skills to drive closure to customer concerns and open technical issues; maintain strong ability to prioritize work against customer goals.
• Startup / Scale-up experience preferred