WHY WE'RE LOOKING FOR YOU:
Retool is at a pivotal moment with a tremendous opportunity ahead of us. Our platform tackles a wide range of problems across various industries and hundreds of use cases. To seize this moment, we need a leader who can build and scale a world-class Technical Account Management organization. Your leadership will be key to accelerating our growth this year and well into the future.
WHAT YOU'LL DO:
As a crucial member of our Technical Customer Experience leadership team, you’ll focus on driving success across all customer segments. You’ll lead a dynamic team of TAMs, coaching and developing them to build strong post-sales relationships and drive customer success. You’ll partner cross-functionally to expand our footprint within our existing customer base and work to refine our enterprise go-to-market strategy, especially in collaboration with our Product and Marketing teams. Your vision and drive will help us elevate our approach and achieve even greater results.
WHO YOU'LL WORK WITH:
In this role, you’ll be at the center of our efforts, working closely with Account Executives, Operations, and the broader Technical Customer Experience team, including Sales Engineering, Services, and Support. You’ll also collaborate extensively with Recruiting, Engineering, Product, and Marketing teams to align our strategies and drive growth. And, of course, you’ll lead and support the growing global Technical Account Management team.
We are a team deeply committed to serving our customers, and we thrive on collaboration and building something remarkable from the ground up. As we propel the company forward, we’re cultivating a culture of winning, fun, and ownership. We’re looking for someone who shares this vision and is eager to help us shape and drive this culture!
IN THIS ROLE, YOU WILL:
- Lead a global Technical Account Management (TAM) team across AMER, EMEA, and APAC to build strong client relationships, increase adoption, ensure retention, and drive customer satisfaction.
- Develop, coach, and grow a high-performing team of managers and individual contributors.
- Meet or exceed worldwide renewal, expansion, and customer health goals.
- Implement a global framework to establish trusted, strategic advisor relationships with clients, maximizing the value of our products and services.
- Ensure TAMs set and manage critical goals and KPIs for their clients, guiding them to success.
- Work with Technical Customer Experience and GTM leadership to align post-sales customer engagement strategies with business objectives.
- Partner with Sales and Pre-Sales Engineering for effective new customer onboarding.
- Collaborate closely with Engineering, Product, and Design teams to keep the TAM team updated on product features and capabilities.
- Advocate for customer needs and issues across departments.
- Oversee account escalations and ensure they are resolved efficiently.
- Foster a culture of innovation and continuous improvement within the TAM team.
- Participate in industry events, conferences, and webinars to stay informed about market trends and emerging technologies.
THE SKILLSET YOU'LL BRING:
- Bachelor's degree required; MBA preferred.
- 7-10+ years of experience growing and scaling customer-facing teams in a fast-paced, technical environment.
- 5+ years in senior leadership roles with a similar scope and level of responsibility.
- Proven success in building and leading globally distributed teams.
- Experience scaling functions in fast-moving companies.
- Strong empathy for customers, combined with a passion for revenue and growth.
- Deep understanding of value drivers in recurring revenue business models.
- Broad knowledge of all aspects of the customer journey.
- Ability to manage influence through persuasion, negotiation, and consensus-building.
- Analytical and process-oriented with an ability to balance tactical and strategic focus.
- Demonstrated desire for continuous learning and improvement.
- Enthusiastic and creative leader capable of inspiring others.
- Excellent communication and presentation skills.
