Director, Technical Account Management (East)

Role overview

The Director of Technical Account Management (TAM) is a true player–coach oriented senior leader who will build, lead, and directly contribute to a high-performing TAM organization serving Obsidian's largest customers. Reporting to the Head of Services and Delivery, this leader combines impeccable strategic account management discipline with practical, sleeves-rolled-up execution - developing the systems, processes, and talent that scale customer value while executing at key Marquee customers. Exposure to cybersecurity is important, and prior services delivery experience is a must

What you’ll do

Build and scale the TAM function (Coach)

• Define the TAM operating model for large enterprises: coverage strategy, segmentation, playbooks, meeting standards, renewal rhythm, and executive engagement frameworks.
• Hire, mentor, and develop a diverse team of Senior/Principal TAMs; set competency ladders, enablement paths, and a rigorous quality bar for customer deliverables.
• Stand up durable operating mechanisms: Customer outcomes tracking and delivery, EBR cadence, risk forecasting, and closed-loop feedback into Product and Engineering.
• Partner with Sales, Marketing, and Support leadership on joint account planning, commercial strategy, and proactive risk/expansion plays.
• Establish artifacts at scale: onboarding kits, EBR/QBR templates, architecture one-pagers, runbooks, and assist with ROI/Value realization calculators.

Own strategic accounts (Player)

• Serve as executive-aligned TAM for a small portfolio (upto 3) of F500 accounts, driving adoption, value realization, and multi-year renewal/expansion plans.
• Orchestrate quarterly executive business reviews, success plans, and measurable outcomes mapped to customer initiatives (risk reduction, compliance milestones, detection/response for SaaS and AI).
• Lead critical moments: complex escalations, security incidents, and cross-vendor dependencies—mobilizing Support, Engineering and Product to resolution with clear comms and timelines.
• Demonstrate command of the platform in live environments: integrations, APIs, data flows, dashboards, and operational runbooks tied to customer workflows.

Qualifications

Required

• 10+ years in customer-facing post‑sales/services roles (TAM, Services Delivery/Consulting, Solutions Engineering/Architecture, Customer Success Architecture etc.), including at least 5+ years leading TAM/CS teams supporting large enterprises.
• Proven operator as a player–coach: you can personally lead top accounts while building people, process, and tooling for scale.
• Demonstrated strategic account management in complex environments: multi-stakeholder executive alignment, value roadmaps, QBR/EBR cadence, and commercial partnership.
• Enterprise credibility across security and IT: familiarity with identity (SSO/SAML/OAuth), logging/SIEM, incident response workflows, cybersecurity frameworks (such as NIST, CIS) and change management in regulated environments.
• Strong exec presence and communication—able to translate technical depth into business outcomes for CIO/CISO/CTO audiences.
• Data-driven mindset with command of health/risk models, cohort metrics, and leading indicators that predict retention and growth.

Desired

• Top-tier consulting experience delivering complex programs, PMO governance, and executive advisory.
• Cybersecurity exposure: experience partnering with security teams and fluency with common frameworks (e.g., NIST CSF/ISO 27001/SOC 2) and modern security tooling.
• SaaS platform background integrating with enterprise systems (ITSM, SIEM/SOAR, EDR, data lakes/warehouses) and operating within shared-responsibility models.
• Technical fluency: APIs/REST, eventing, data schemas, and practical troubleshooting to guide customers and unblock teams.
• Bachelor’s degree in a related field; advanced degree or relevant security certifications (e.g., CISSP, CISM, CCSP) are a plus.