Director, Technical Account Management

Summary:

We are looking for an experienced and client-focused Director, Technical Account Management (TAM) to join our team in Wakefield, MA. This hybrid position offers the opportunity to work both remotely and onsite, supporting strategic clients with technical expertise, proactive guidance, and a deep understanding of their business needs.

As a Director, TAM, you and your team will be the trusted advisor for our clients, ensuring successful solution adoption, technical alignment, and long-term satisfaction. You'll collaborate cross-functionally with engineering, product, and support teams to deliver value and drive innovation.

Preference for local candidates to work out of our Wakefield, MA office 3 days/week.

Here's what you'll do:

• Serve as the primary technical point of contact for assigned accounts.
• Manage a team of delivery personnel who are responsible for the delivery of technical capabilities.
• Develop a deep understanding of client environments, goals, and challenges.
• Lead onboarding, integration, and ongoing technical support initiatives.
• Coordinate with internal teams to resolve issues and deliver enhancements.
• Provide strategic guidance on product usage, best practices, and roadmaps.
• Conduct regular business reviews and performance assessments.
• Identify opportunities for growth, optimization, and process improvement.

As our next Director, Technical Account Management, you will bring:

Required Qualifications:

• 10+ years of experience in a Technical Account Manager, Solutions Consultant, or similar client-facing technical role.
• Strong technical acumen with the ability to understand and explain complex systems and integrations.
• Working knowledge of Delivery methodologies (Agile Scrum, Waterfall) and varies phases of Software Development Lifecycle (SDLC)
• Proven experience owning program level dashboards for various audiences at customer level, up to C-level
• Fluent in program and project level key performance indicators (KPIs)
• Proven success managing enterprise accounts and delivering high-impact solutions.
• Experience managing a team of professionals with the goal of thrilling their clients.
• Excellent communication, presentation, and relationship-building skills.
• Proactive, entrepreneurial mindset
• Comfortable working in a hybrid environment with both remote and in-office collaboration.
• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (or equivalent experience).

Preferred Qualifications:

• Hands-on experience with Salesforce applications (e.g., Sales Cloud, Service Cloud, Marketing Cloud, and custom applications).
• Familiarity with industry standards and associations (e.g., ISO, ITIL, SOC 2, NIST, PCI).
• Knowledge of cloud platforms (e.g., AWS, Azure, GCP) and API integrations.
• Proficiency with CRM and support tools like Salesforce, Jira, Zendesk, or ServiceNow.
• Project management certification (PMP, Agile, or equivalent) is a plus.
• Experience in or with the payments industry is a bonus.

The target hiring range for this role is $150,000 - $175,000 USD (annually). The starting base salary will be determined based on skills, experience, location, and other job-related factors. In addition, our total rewards package includes a robust medical, dental, and vision insurance plan (free option available for individuals); generous short- and long-term disability, supplemental life insurance, health care and dependent care, Flexible Spending Accounts, 401(k) savings match, paid parental leave, financial planning workshops, pre-paid legal plan, discretionary annual bonus and merit increase, and unlimited paid vacation time.

About Virtual Inc:

Virtual Inc. was founded in 1999 and is headquarted in Wakefield, MA.

We are more than a professional services firm. We've helped some of the world's leading global membership organizations Make Their Mark on the World. Whether bringing new groups to life or getting existing groups unstuck, we deliver extraordinary results and game-changing growth for our global portfolio of clients; a lineup of who's who of tech leaders, standards trailblazers, certification bodies, open-source powerhouses, and professional societies - many comprised of some of the largest brands in the world.

At Virtual, you'll be part of a team that truly lives its values every day - trust, respect, inclusion, innovation, service excellence, empowerment, teamwork, generosity, and fun - and it's why we've been recognized twice as a Best Place to Work.