Technical Account Director

Technical Account Director

The Technical Account Director provides strategic leadership for Red Sail's technical account management function and is accountable for the operational health, technical success, and long-term value delivered to assigned strategic and enterprise customers. This leader defines the strategy, service model, standards, and performance expectations for Technical Account Managers while building a high-performing team that serves as a trusted operational and technical advisor to customers.

The Director develops strong executive relationships, provides oversight for complex escalations and customer-impacting incidents, and ensures the organization proactively manages account risk, service performance, and continuous improvement. The Director establishes scalable processes, governance, metrics, and capacity plans that improve customer outcomes and operational efficiency. Through strategic leadership, technical credibility, and enterprise-wide influence, this role ensures customers experience Red Sail as one integrated organization committed to their long-term success.

Strategic Account Ownership

• Define and execute the vision, operating model, service standards, and annual priorities for the Technical Account Management function in alignment with Red Sail's customer experience and growth objectives.

• Develop executive-level relationships with strategic customers and serve as the senior operational and technical sponsor for account health, risk mitigation, and value realization.
• Establish portfolio segmentation, engagement models, coverage requirements, and account planning standards that provide consistent, scalable support for strategic customers.
• Partner with Sales, Customer Success, and Business Development leadership to align commercial strategy, customer commitments, and operational execution.

Operational Excellence & Technical Leadership

• Establish and monitor KPIs, SLAs, account-health indicators, escalation thresholds, and reporting mechanisms that measure service quality, responsiveness, operational risk, and customer outcomes.

• Provide executive oversight for complex customer escalations and critical incidents, ensuring clear ownership, timely communication, disciplined root-cause analysis, and durable corrective actions.
• Drive consistency in technical account plans, customer playbooks, operational reviews, risk registers, and escalation practices across the team.
• Use data and customer insights to identify systemic issues, prioritize investments, and improve the reliability, scalability, and supportability of Red Sail solutions.
• Lead capacity planning, resource allocation, and operating rhythms to support changing customer demand and business priorities.

People Leadership & Organizational Development

• Lead, coach, and develop a high-performing team of Technical Account Managers, setting clear expectations and fostering accountability, collaboration, customer focus, and continuous learning.

• Own workforce planning, organizational design, recruiting, onboarding, performance management, talent development, and succession planning for the function.
• Build team capabilities in executive communication, technical problem-solving, incident leadership, strategic account planning, and business acumen.
• Create a culture that balances high-touch customer partnership with repeatable, scalable, and measurable operating practices.

Cross-Functional Leadership & Continuous Improvement

• Influence Product, Engineering, Operations, Support, and Compliance priorities by translating customer needs and recurring operational challenges into clear business and technical requirements.

• Represent the voice of the customer in leadership forums and provide actionable insights that inform roadmaps, service improvements, and investment decisions.
• Establish governance for customer-impacting changes, operational readiness, incident communications, and follow-through on corrective actions.
• Lead cross-functional initiatives that improve customer experience, reduce recurring issues, increase team productivity, and strengthen operational performance.
• Present account-health trends, risks, performance results, and recommendations to senior and executive leadership.

• 10+ years of progressive experience in technical account management, customer operations, enterprise support, customer success, professional services, solution architecture, or a related customer-facing technology function.
• 5+ years of leadership experience, including responsibility for hiring, coaching, performance management, organizational design, and talent development.
• Demonstrated success leading enterprise-facing technical teams and managing complex, integration-heavy customer environments.
• Proven ability to establish scalable operating models, service standards, KPIs, SLAs, account-health frameworks, and escalation governance.
• Strong executive presence with experience building trusted relationships, leading business reviews, and communicating…