Technical Account Director

Technical Account Directors (TAD) are accountable for the technical success of the company’s largest and most strategic customers. They develop and maintain a customer strategy, which is critical for the health of the solution stack, driving adoption and usage, risk mitigation, and alignment across customer executives and senior-level decision makers. TADs utilize an extensive network of internal resources, such as technical and product specialists, customer success champions, and supporting personnel, with the goal of empowering customers to fully leverage their investment.

Responsibilities

• Lead outstanding support engagement as the technical executive point of contact throughout the Customer’s solution lifecycle. Guide and support customer’s strategy with Solutions via service delivery plans with clear outcomes.
• Assess strategic Customer technical risks and opportunities and coordinate the extended team to build and drive "get well" plans.
• Drive clear communication across Customer operational areas. Maintain regular and appropriate governance with both internal and external executive teams. Drive alignment, facilitating, and reporting on overall engagement status and outcomes.
• Advocate for Customer across internal teams. Optimize client’s product investment. Drive innovation, roadmap influence, standard methodologies, and process improvement back into the ecosystem.
• Responsible for the global engagement model and review cycle across multiple business units and/or brands.
• Coordinate well-rounded delivery cadence across all technical partners and achieve business objectives across multi-solution, multi-discipline engagements.
• Work hands-on with internal Customer Success Management, Managed Services, Engineering, TechOps, Product Management, Support, and the Consulting practice and third-party partners in support of customer’s technical success.
• Lead a matrixed services team that may involve multiple project teams from the company, client, or partner organizations. Develop effective working relationships with Customer partners.
• Make recommendations on how new and existing features fit within customers’ environments, supplying standard methodologies and recommendations.
• Lead project-based, consultant-led architectural and design discussions to ensure solutions are optimized.
• Mentor immediate team members as needed.

Requirements

• Bachelor’s Degree in a related subject area of the technical industry. Equivalent experience will be considered.
• 10-15 years of proven experience in a senior capacity in consulting, customer support, customer success, and/or related roles in marketing technology.
• Strong executive presence and the ability to collaborate across multiple teams throughout the company and client-side VPs, including CMOs and CXOs.
• Strong presentation skills and a confident presence over the phone and via conference tools, leading meetings, workshops, and reviews in front of both small and large audiences.
• Conflict-resolution skills to drive closure to customer concerns and open technical requests. Strong organization skills to prioritize work against client goals.
• Outstanding customer-facing skills that enable you to represent the company well within a customer’s environment.
• Capable of driving awareness and resolution across a broad set of issues with the Customer: technical, architecture, business process, and partnerships.
• Strategic thinking about business, product, and technical challenges to help customers realize the software investment, efficiencies, advantages, and innovations.
• Awareness of development methodologies and technologies and understanding of marketing software and domain principles.
• Ability to lead fast-paced, high-priority tasks, use cases, and work streams across multiple products.
• Excellent problem-solving skills with a proven track record to identify issues, solve them quickly and thoroughly, coordinating peers and internal resources where required.
• Experience with a wide range of computer operating systems and software, with emphasis on installation, troubleshooting, upgrading, integration, administration, and client/server operations is desired.
• Understanding of performance tuning and optimization; understanding or experience in debugging coding languages. API-level knowledge of third-party applications is a plus.
• Experience and familiarity with tools such as Analytics, Audience Manager (AAM), Experience Manager (AEM), Experience Platform (AEP), Campaign, Commerce, Marketo, and Target is a plus but not a hard requirement.
• Willingness to travel to client locations when permitted (approximately 25-50 percent).

Location: Riyadh