Director of Technical Account Services

Awardco is reimagining the workplace to be more rewarding, supportive, and fun for everyone. As one of the fastest-growing companies in the employee experience industry, our mission is to help employees love what they do, love where they work, and get recognized for their efforts-especially our own employees! And as winners of Glassdoor's Best Places to Work, Best in Brightest in the Nation, and Great Place to Work, we do much more than talk the talk.

As the Director of Customer Success - Technical Account Services, you will be at the forefront of leading a high-performing team of Technical Account Managers (TAMs) and Digital Customer Success Managers (DCSMs) dedicated to delivering exceptional service and value to our diverse customer base. You will be responsible for the strategic leadership, development, and management of the Technical Account Services team, driving customer satisfaction and operational excellence while navigating complex technical environments and fostering strong relationships with executives and key stakeholders.
What you will do:

• Team Leadership & Development: Guide, coach, and mentor a team of TAMs and DCSMs by overseeing hiring, training, skill development, and performance management. Establish clear career paths to ensure the effective growth of DCSMs and prepare them for potential TAM roles. Build a cohesive team that is highly motivated, aligned with departmental goals, and responsive to customer needs. Support career development and establish clarity around
• Customer Success Management: Oversee the management of key customer relationships, ensuring exceptional service delivery and issue resolution. Guide the team in addressing sophisticated technical challenges and navigating complex customer interactions in tandem with the Director of Client Success, Account Management.
• Strategic Planning: Develop and implement long-term strategies for the Technical Account Services team that align with departmental and company objectives. Utilize data-driven insights to inform decision-making and optimize team performance.
• Cross-Functional Collaboration: Work closely with internal teams including Sales, Client Success, Implementation, Marketing, Sales, and Product Management to drive successful customer outcomes and ensure alignment across departments.
• Operational Excellence: Optimize workflows and processes within the team for efficiency and effectiveness. Implement metrics and KPIs to measure performance and customer success outcomes, ensuring compliance with regulatory and company standards.
• Resource Management: Oversee strategic hiring, talent development, and resource allocation to ensure the team is adequately staffed and equipped to meet customer needs. Manage budgets and financial resources effectively, identifying opportunities for cost optimization.

What you will bring:

• Experience: 7-10+ years of experience in growing and scaling customer-facing teams within a fast-paced, technical environment, with at least 5 years in leadership roles. Proven track record in managing large, sophisticated customer accounts and navigating complex technical challenges.
• Technical Expertise: Strong technical background with a degree in a technical field (e.g., Computer Science, Engineering) or equivalent work experience. Deep understanding of technical concepts and the ability to translate them into actionable strategies.
• Leadership Skills: Demonstrated ability to lead and inspire a team, with a strong track record of successful performance management in a hyper-growth environment. Exceptional interpersonal and communication skills, with experience engaging with C-Level executives and managing customer escalations.
• Customer-Centric Mindset: A true customer-first mentality with expertise in problem-solving and a passion for delivering outstanding customer experiences. Proven ability to prioritize and address customer issues effectively.
• Analytical Abilities: Strong analytical and problem-solving skills, with the ability to balance tactical and strategic focus. Experience with standard support metrics such as Initial Response, SLA, TTR, CSAT, and NPS.
• Collaboration & Influence: Ability to work collaboratively across corporate functions and influence stakeholders to achieve consensus and drive action plans. Proven capability in managing relationships and navigating complex business challenges.

Why Awardco:

• One of the fastest growing companies in the nation: 3x Inc. 500, 2x Deloitte Technology Fast 500, 2x Mountain West Capital Network Fast 100, 3x Fast 50 (Utah Business), and 3x UV50 Fastest Growing Companies (BusinessQ), to name just a few.
• Great Place to Work certified, one of the Best and Brightest companies to work for, and ranked on the Salt Lake Tribune's Top Workplaces.
• A revolutionary, client-approved product.
• Leadership that listens.
• New 200,000 sq. ft. headquarters.

Awardco is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Disclaimer: Please be aware that all official communication regarding your application will only come from an email address ending in [redacted] If you receive any communication from a different domain, it may be fraudulent, and we encourage you to report it.