Director, Technical Account Management

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.

Technical 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.

The 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.

We 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.

Technical 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.

For 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.

What you'll be doing

Grow Admin Copilot into a scaled subscription business

Own 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.

Drive 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.

Lead 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.

Partner 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.

Continuously expand team capability and the service catalog

Expand 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.

Make 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.

Productize 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.

Define 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.

Evolve POD boundaries so every request lands in the right delivery motion, reducing POD dependency while protecting the customer experience.

Own the technical standard

Define 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.

Set and enforce technical quality standards for work performed in customer environments: documented configuration, change control, testing before deployment, and a rollback path.

Own 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.

Run delivery with capacity and margin discipline

Own 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.

Hold the delivery standard: turnaround commitments, backlog health and consistent execution quality.

Lead technical depth inside customer accounts: activation acceleration, configuration, data hygiene and optimization work that drives adoption and product penetration.

Make realized value visible

Build 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.

Partner 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.

Arm CSMs and Sales teams with proof of value from Admin Copilot customers they can use directly in renewal, risk mitigation and expansion conversations.

Build and lead the team

Lead and grow a team of Technical Account Managers and Team Leads, and design the org structure the next phase of scope expansion requires.

Create career paths, specialization and enablement that build genuine platform and lending-domain depth, and develop Team Leads who can own delivery quality independently.

Define 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.

Set team accountability and performance metrics, and enforce standards tied to both customer outcomes and business results.

Partner across Total Expert

Customer Success Management: joint account strategy, renewal risk mitigation and expansion plays.

CS Operations: health scoring, account signals, and EBR/QBR and renewal tooling.

Product and Engineering: a disciplined customer feedback loop, roadmap influence, and the platform and extensibility capabilities this service depends on.

Sales: attach Admin Copilot in new business and expansion motions, and equip sellers to position it credibly.

Finance: forecasting, pricing, and clean revenue tracking for a subscription service delivered in time blocks.

Act as the voice of the customer internally and the trusted technical advisor externally.

Technical expertise

Total Expert platform mastery

Expert-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.

Enterprise-scale administration: user, role and permission models, org hierarchy and multi-brand structures, and the downstream implications of each for data access and reporting.

Able 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