Director, Technical Account Management

About Togetherwork

Togetherworkprovides integrated software andpaymentssolutions that help communities, organizations, and businessesoperatemore efficiently, grow revenue, and better serve their members, customers, and participants. Our solutions support a broad set of vertical markets, including associations, camps, studios, pet-care, education and youth programs, nonprofits, municipalities, faith-based organizations, wellness businesses, and other community-based organizations.

The Director of Technical Account Managementwillbe responsible for building, launching, monetizing, and leading Togetherwork's Technical Account Management function as a paid premium support program. This is not a traditional sales account management role. The focus is on premium technical support, proactive customer health management, escalation ownership, operational excellence, and creating a differentiated service experience that customers are willing to pay for.

This leader will stand up the program from scratch and will be accountable for moving quickly from concept to revenue. Within the first six months, the Director is expected to define the premium support offering, partner with commercial teams on packaging and pricing, identify the initial customer segments, launch a pilot, support early sales efforts, establish service delivery standards, and begin generating measurable revenue from the program.

This role is ideal for a hands-on builder who has experience scaling premium support, technical account management, enterprise support, or customer engineering programs in a SaaS or software environment. The Director must be equally comfortable designing the operating model, managing complex customer escalations, supervising TAM team members, collaborating with Product and Engineering, and partnering with Sales and Customer Success to turn premium support into a valuable, revenue-generating offering.

The successful candidate will bring strong technical supportexpertise, commercial awareness, executive communication skills, operational discipline, and the ability to create structure in a multi-product, multi-vertical environment. This person will serve as the leader responsible for ensuring Togetherwork's most important and complex customers receive a proactive, coordinated, technically credible, and premium support experience.

• Design, build, launch, and operate
  
  Togetherwork'sTechnical Account Management program as a paid premium support offering for strategic, high-value, and technically complex customers.
• Own the creation of the program charter, operating model, service tiers, customer eligibility criteria, staffing model, engagement cadence, escalation framework, reporting structure, and success metrics.
• Partner with Sales, Customer Success, Finance, Support, Product, and business unit leadership to define the commercial model for premium support, including packaging, pricing inputs, service levels, customer value proposition, renewal motion, and expansion opportunities.
• Develop a premium support offering that can be clearly explained, sold, delivered, and measured across multiple
  
  Togetherwork products and verticals.
• Create the initial go-to-market framework for the TAM program, including customer segmentation, target account lists, enablement materials, internal FAQs, customer-facing descriptions, and pilot criteria.
• Work with Sales and Customer Success to identify early