{"id":2739801,"url":"https://alion.io/job/total-expert-director-technical-account-management","title":"Director, Technical Account Management","company":{"id":4890,"name":"Total Expert","domain":"totalexpert.com","url":"https://alion.io/company/total-expert","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Solutions","role_family":"Solutions","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":160000,"max":200000,"currency":"USD","period":"year","gross":null,"usd_annual":200000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Confluence","optional":false},{"name":"Copilot","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-15T20:49:03Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-21T06:25:38Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Total Expert is the Customer Operating System for financial services. Our purpose-built platform combines a system of context with a system of action that enables humans and AI Assistants to engage in the moments that matter and earn customers for life. Since 2016 Total Expert has enabled more than seven trillion dollars of funded loan volume.\nTechnical Account Management is one of three pillars of Total Expert's Customer Success organization, alongside Customer Success Management and Customer Success Operations. The TAM team brings technical depth inside accounts and delivers Admin Copilot, Total Expert's subscription-based technical services offering sold in time blocks.\nThe mandate for this role is to build on the foundation already in place and take it to a durable growth engine: one that compounds by continuously expanding what the team is capable of delivering, creating additional customer demand.\nWe are looking for a leader who runs this like a business: owns the growing recurring revenue, builds delivery capability ahead of demand, uses AI and Total Expert extensibility toolsets to expand what a subscribed hour can accomplish, and makes realized value so visible that expansion becomes the customer's idea.\nTechnical depth is the raw material of this offering. What customers subscribe to (integrations, journey automation creation and optimization, data hygiene, reporting, and platform optimization) is technical work, so the ceiling on what we can sell is the ceiling on what this team can competently build. This leader is expected to know the Total Expert platform and its extensibility surface deeply enough to see what is possible, and to raise the team's technical bar deliberately and continuously.\nFor candidates based in the Coppell, TX or Minneapolis, MN area, the position follows a hybrid schedule with 3 on-site days per week. This position would be remote for qualifying candidates residing outside of those areas.\nWhat you'll be doing\nGrow Admin Copilot into a scaled subscription business\nOwn the Admin Copilot revenue line (contracted CARR, net time-block expansion, and retention of subscribed blocks) and forecast it within CS with the same rigor as any other recurring subscription service.\nDrive expansion as a repeatable motion: surface accounts consuming beyond their subscribed blocks, quantify the value already delivered, and partner with CSMs and Sales to convert that demand into additional blocks well ahead of renewal.\nLead the conversion of legacy \"designated TAM\" and POD-funded work into support functions or paid, papered services that deliver value customers are willing to subscribe to, migrating remaining accounts onto the Admin Copilot model without destabilizing the relationship.\nPartner with Finance, Sales and Professional Services on pricing, packaging, rate and ARR tracking, including resolving scope overlap with Professional Services and establishing a clear ownership line.\nContinuously expand team capability and the service catalog\nExpand the scope of what Admin Copilot delivers, shifting the team from reactive configuration support toward proactive optimization. Every new capability becomes new addressable scope and a new reason for a customer to subscribe to more hours.\nMake AI-enabled delivery the operating norm: use AI tooling and Total Expert extensibility tools to increase the throughput and sophistication of a subscribed hour, and build it into how the team works rather than running it as a perpetual pilot.\nProductize what the team proves once (reference integrations, journey blueprints, reusable query and reporting libraries, automation scripts, and documented build patterns), so a capability delivered once can be delivered many times at a predictable cost.\nDefine and maintain the service catalog with unambiguous boundaries: what belongs in Admin Copilot, what routes to an SOW, and what should no longer consume TAM capacity at all.\nEvolve POD boundaries so every request lands in the right delivery motion, reducing POD dependency while protecting the customer experience.\nOwn the technical standard\nDefine the technical competency model for the team (what a TAM must be able to do unaided at each level across platform configuration, integrations, data and AI tooling), and certify against it rather than assume it.\nSet and enforce technical quality standards for work performed in customer environments: documented configuration, change control, testing before deployment, and a rollback path.\nOwn the team's technical enablement as the platform evolves, including early adoption of extensibility and AI capabilities, such as the Total Expert MCP server, while they are still maturing.\nRun delivery with capacity and margin discipline\nOwn capacity planning across delivery models (Admin Copilot, POD, and transitional designated-TAM), modeling utilization, backlog and hiring needs against the revenue forecast so staffing leads demand while the mix deliberately shifts toward subscription.\nHold the delivery standard: turnaround commitments, backlog health and consistent execution quality.\nLead technical depth inside customer accounts: activation acceleration, configuration, data hygiene and optimization work that drives adoption and product penetration.\nMake realized value visible\nBuild AI-enabled Admin Copilot value reporting (hours delivered, work completed, in flight and backlogged, with the associated value attached), so every renewal conversation starts from evidence.\nPartner with CS Operations and data teams on Planhat and success metric reporting, built on queryable platform and usage data rather than hand-built tallies, so the value story is repeatable and automated.\nArm CSMs and Sales teams with proof of value from Admin Copilot customers they can use directly in renewal, risk mitigation and expansion conversations.\nBuild and lead the team\nLead and grow a team of Technical Account Managers and Team Leads, and design the org structure the next phase of scope expansion requires.\nCreate career paths, specialization and enablement that build genuine platform and lending-domain depth, and develop Team Leads who can own delivery quality independently.\nDefine and mature the necessary roles as Admin Copilot evolves (AI-enabled operations, solution-oriented technical talent), and build hiring practices that evaluate technical skill directly.\nSet team accountability and performance metrics, and enforce standards tied to both customer outcomes and business results.\nPartner across Total Expert\nCustomer Success Management: joint account strategy, renewal risk mitigation and expansion plays.\nCS Operations: health scoring, account signals, and EBR/QBR and renewal tooling.\nProduct and Engineering: a disciplined customer feedback loop, roadmap influence, and the platform and extensibility capabilities this service depends on.\nSales: attach Admin Copilot in new business and expansion motions, and equip sellers to position it credibly.\nFinance: forecasting, pricing, and clean revenue tracking for a subscription service delivered in time blocks.\nAct as the voice of the customer internally and the trusted technical advisor externally.\nTechnical expertise\nTotal Expert platform mastery\nExpert-level command of platform configuration: journey orchestration and automation (multi-step, branching, trigger and audience logic), lead management and routing, segmentation and customer intelligence, AI-assisted sales tooling, content and template management, co-branding, and compliance approval workflows.\nEnterprise-scale administration: user, role and permission models, org hierarchy and multi-brand structures, and the downstream implications of each for data access and reporting.\nAble to translate a lender's actual business process (lead to application to funded loan to customer for life, loan officer and branch structure, marketing compliance review) into configuration that holds up at enterprise scale.\nIntegration strategy\nFluent in how APIs, webhooks and event-driven integrations work, enough to lead a strategic conversation with a customer's technology leaders about how Total Expert connects to their LOS, POS, pricing engines, CRM and martech stack, and where stitching those systems together creates compounding value.\nAble to assess an integration approach at the design-conversation level (what data should flow, in which direction, triggered by what, and with what tradeoffs and risks), and to direct the team or partners who build it.\nKnows where an integration need belongs: Admin Copilot, an SOW, a partner, or the product roadmap.\nData fluency\nUnderstands how platform and usage data is structured and what it can answer: able to frame the right questions, interpret results critically, and direct the TAMs and analysts who write the queries.\nAble to scope and direct data hygiene efforts (deduplication, normalization, hierarchy resolution and reconciliation across systems), and to hold the team to proving the result.\nDefines the metrics that make Admin Copilot value defensible at renewal, and knows when a number is trustworthy and when it is an artifact of the data.\nAI capabilities\nA fluent personal user of modern AI tooling, able to turn AI-assisted workflows for configuration, QA, documentation and value reporting into standard team practice.\nWorking understanding of agentic tooling and the Model Context Protocol (MCP): how an MCP server exposes platform capability to an AI client, and how to put that to work inside a delivery team to expand what a subscribed hour accomplishes or can deliver to a customer.\nSound judgment about AI output: where it is reliable, where it requires human verification, how to evaluate quality, and how to handle customer data responsibly inside AI workflows.\nAble to tell the difference between AI that genuinely expands delivery capability and AI that only relocates the effort.\nDevelopment landscape\nUnderstands the development landscape (APIs, SQL, scripting languages such as Python and JavaScript, middleware and iPaaS, AI agents) well enough to judge what is possible, what effort it takes, and which skills the team needs to deliver it.\nUses that understanding to set technical skill targets for the team, scope work accurately, and match the right technical talent to the right problems.\nComfortable in the operating tooling of technical delivery (Jira, Confluence, support and knowledge base platforms), and able to read a technical escalation well enough to judge its severity and route it.\nCompliance and security fluency\nUnderstands the compliance surface this work touches: TCPA and DNC implications, consent capture and suppression, audit logging, and communication controls, and positions platform capability as enablement, recognizing that regulatory responsibility rests with the lender.\nHandles PII and NPI appropriately, understands role-based access and data retention expectations, and can engage credibly with a customer's security and compliance reviewers.\nWhat we're looking for:\nRequired\nLeadership experience: Leading a customer-facing technical delivery organization (technical account management, managed services, professional services or technical customer success), including leading through managers or team leads.\nCommercial ownership: Accountability for a services or subscription revenue line, with real ownership of growth, expansion and forecast accuracy. Experience turning an informal or unpaid service motion into a priced, packaged, papered offering is a strong signal.\nDelivery economics: Capacity planning, utilization and backlog management in a billable or subscribed-hours model, with the analytical ability to build both the value case and the staffing case.\nPlatform depth: Credibility at the administration and configuration level of a complex, highly configurable SaaS platform, able to earn the trust of customer administrators and technology leaders, and to engage substantively with Product and Engineering. If that depth was built on anoth...","description_format":"text","description_chars":14533,"description_truncated":true,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Life insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Marketing Automation","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-10-16T20:26:25Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":112500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":5,"expected_fill_days":30,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":200000,"is_top_pay":false},"html_url":"https://alion.io/job/total-expert-director-technical-account-management","json_url":"https://alion.io/job/total-expert-director-technical-account-management.json","meta":{"generated_at":"2026-10-21T08:58:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12751,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4890},"rest":"https://alion.io/mcp/rest/get_company?id=4890"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftotal-expert-director-technical-account-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftotal-expert-director-technical-account-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftotal-expert-director-technical-account-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/total-expert-director-technical-account-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftotal-expert-director-technical-account-management"}]}