Director, Technical Account Management at Togetherwork
Worldwide
<p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">About </span><span data-ccp-parastyle="heading 1">Togetherwork</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <p><span data-contrast="auto">Togetherwork provides integrated software and payments solutions that help communities, organizations, and businesses operate more efficiently, grow revenue, and better serve their members, customers, and participants. Our solutions support a broad set of vertical markets, including associations, camps, studios, pet-care, education and youth programs, nonprofits, municipalities, faith-based organizations, wellness businesses, and other community-based organizations.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p> <p><span data-contrast="auto">As Togetherwork continues to grow across multiple products and verticals, we are investing in a more structured, proactive, and premium technical support experience for our most important and complex customers. We are seeking a Director of Technical Account Management to build, commercialize, launch, operate, and scale this function from the ground up.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Position Summary</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <p><span data-contrast="auto">The Director of Technical Account Management will be responsible for building, launching, monetizing, and leading Togetherwork’s Technical Account Management function as a paid premium support program. This is not a traditional sales account management role. The focus is on premium technical support, proactive customer health management, escalation ownership, operational excellence, and creating a differentiated service experience that customers are willing to pay for.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p> <p><span data-contrast="auto">This leader will stand up the program from scratch and will be accountable for moving quickly from concept to revenue. Within the first six months, the Director is expected to define the premium support offering, partner with commercial teams on packaging and pricing, identify the initial customer segments, launch a pilot, support early sales efforts, establish service delivery standards, and begin generating measurable revenue from the program.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p> <p><span data-contrast="auto">This role is ideal for a hands-on builder who has experience scaling premium support, technical account management, enterprise support, or customer engineering programs in a SaaS or software environment. The Director must be equally comfortable designing the operating model, managing complex customer escalations, supervising TAM team members, collaborating with Product and Engineering, and partnering with Sales and Customer Success to turn premium support into a valuable, revenue-generating offering.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p> <p><span data-contrast="auto">The successful candidate will bring strong technical support expertise, commercial awareness, executive communication skills, operational discipline, and the ability to create structure in a multi-product, multi-vertical environment. This person will serve as the leader responsible for ensuring Togetherwork’s most important and complex customers receive a proactive, coordinated, technically credible, and premium support experience.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Key Responsibilities</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Build and Monetize the TAM / Premium Support Program</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Design, build, launch, and operate </span><span data-ccp-parastyle="List Bullet">Togetherwork’s</span><span data-ccp-parastyle="List Bullet"> Technical Account Management program as a paid premium support offering for strategic, high-value, and technically complex customers.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Own the creation of the program charter, operating model, service tiers, customer eligibility criteria, staffing model, engagement cadence, escalation framework, reporting structure, and success metrics.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Partner with Sales, Customer Success, Finance, Support, Product, and business unit leadership to define the commercial model for premium support, including packaging, pricing inputs, service levels, customer value proposition, renewal motion, and expansion opportunities.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Develop a premium support offering that can be clearly explained, sold, delivered, and measured across multiple </span><span data-ccp-parastyle="List Bullet">Togetherwork</span><span data-ccp-parastyle="List Bullet"> products and verticals.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Create the </span><span data-ccp-parastyle="List Bullet">initial</span><span data-ccp-parastyle="List Bullet"> go-to-market framework for the TAM program, including customer segmentation, target account lists, enablement materials, internal FAQs, customer-facing descriptions, and pilot criteria.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Work with Sales and Customer Success to </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> early adopter customers, support commercial conversations, </span><span data-ccp-parastyle="List Bullet">participate</span><span data-ccp-parastyle="List Bullet"> in customer discussions when needed, and help convert pilot customers into paying premium support customers.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ensure the program begins generating measurable revenue within the first six months of launch.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Define what customers receive as part of the premium support offering, such as named TAM access, recurring technical reviews, proactive support trend analysis, escalation management, release readiness support, technical environment reviews, incident follow-up, and customer-specific support planning.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Establish clear boundaries between Technical Account Management, Customer Success, Sales, Support, </span><span data-ccp-parastyle="List Bullet">Professional Services/</span><span data-ccp-parastyle="List Bullet">Implementation, Product, and Engineering so the TAM function </span><span data-ccp-parastyle="List Bullet">remains</span><span data-ccp-parastyle="List Bullet"> focused on technical health, support excellence, escalation ownership, and premium support delivery rather than quota-carrying account management.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Create scalable playbooks, templates, runbooks, customer-facing materials, internal workflows, governance processes, and reporting standards that can be applied across products and verticals.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Continuously assess program profitability, customer adoption, staffing needs, service </span><span data-ccp-parastyle="List Bullet">utilization</span><span data-ccp-parastyle="List Bullet">, renewal impact, expansion potential, and customer satisfaction.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Lead Premium Customer Technical Health</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Own the technical support experience for designated premium customers across </span><span data-ccp-parastyle="List Bullet">Togetherwork’s</span><span data-ccp-parastyle="List Bullet"> product portfolio.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Develop and </span><span data-ccp-parastyle="List Bullet">monitor</span><span data-ccp-parastyle="List Bullet"> customer technical health indicators, including support volume, severity trends, escalation frequency, recurring issues, SLA performance, product adoption risks, implementation complexity, integration challenges, payment-related support needs, release impacts, and customer sentiment.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="14" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ensure TAMs provide proactive, structured engagement with assigned customers, including recurring technical reviews, support trend analysis, open issue reviews, launch readiness planning, incident follow-up, and recommendations to reduce customer friction.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="15" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Oversee the creation of customer-specific support plans for complex or high-value accounts, including stakeholder maps, communication preferences, technical environments, open risks, known dependencies, escalation protocols, and success criteria.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="16" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ensure premium customers receive clear communication, </span><span data-ccp-parastyle="List Bullet">timely</span><span data-ccp-parastyle="List Bullet"> follow-through, and coordinated resolution when issues span multiple teams, products, integrations, or systems.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="17" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Drive root-cause analysis and corrective action planning for recurring customer issues, major incidents, missed expectations, or operational breakdowns.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="18" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Use insights from premium customer engagements to </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> product gaps, documentation needs, process improvements, training opportunities, and systemic support issues.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Build, Lead, and Develop the TAM Team</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="19" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Hire, onboard, coach, and develop a high-performing team of Technical Account Managers supporting multiple </span><span data-ccp-parastyle="List Bullet">Togetherwork</span><span data-ccp-parastyle="List Bullet"> products and verticals.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="20" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Define TAM role expectations, competency models, career paths, performance scorecards, onboarding plans, training programs, and quality standards.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="21" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Coach TAMs on technical troubleshooting, customer communication, commercial awareness, executive presence, customer de-escalation, support analytics, cross-functional influence, documentation quality, and proactive customer management.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="22" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Set clear team goals and operating rhythms, including weekly case reviews, escalation reviews, customer health reviews, backlog reviews, revenue tracking, pilot reviews, program retrospectives, and quarterly planning.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="23" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Create a culture of ownership, responsiveness, accountability, curiosity, customer advocacy, and continuous improvement.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="24" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Balance team capacity, customer assignments, product specialization, vertical </span><span data-ccp-parastyle="List Bullet">expertise</span><span data-ccp-parastyle="List Bullet">, service coverage, and revenue commitments to ensure consistent delivery as the program scales.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="25" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Serve as an escalation point for TAMs and customers when issues require senior leadership involvement, cross-functional prioritization, customer-facing action plans, or sensitive communication.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Drive Support Operations, Metrics, and Revenue Accountability</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="26" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Establish the dashboards, KPIs, and reporting mechanisms needed to measure the performance, customer value, and revenue impact of the TAM program.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="27" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Track and report on metrics such as premium support revenue, pilot conversion rate, customer adoption, attach rate, renewal influence, expansion influence, premium customer satisfaction, escalation volume, time to resolution, time to first meaningful response, SLA attainment, recurring issue reduction, backlog aging, customer health, and TAM engagement quality.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="28" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Use data to </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> patterns, prioritize improvements, </span><span data-ccp-parastyle="List Bullet">allocate</span><span data-ccp-parastyle="List Bullet"> resources, manage program profitability, and </span><span data-ccp-parastyle="List Bullet">demonstrate</span><span data-ccp-parastyle="List Bullet"> the business value of premium support to executive leadership.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="29" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Partner with Support Operations to ensure ticketing workflows, case categorization, severity definitions, handoff processes, knowledge management, and reporting structures support the needs of premium customers.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="30" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Create and lead governance forums for premium support, including regular cross-functional reviews with Support, Product, Engineering, Customer Success, Sales, Finance, Implementation, and business unit leaders.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="31" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Develop a repeatable approach for post-incident reviews, executive summaries, customer-facing action plans, internal lessons learned, and revenue performance reviews.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="32" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ensure the program is scalable, measurable, commercially </span><span data-ccp-parastyle="List Bullet">viable</span><span data-ccp-parastyle="List Bullet">, and operationally disciplined while still allowing flexibility across </span><span data-ccp-parastyle="List Bullet">Togetherwork’s</span><span data-ccp-parastyle="List Bullet"> different product lines and customer types.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Partner Cross-Functionally Across Products and Verticals</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="33" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Work closely with </span><span data-ccp-parastyle="List Bullet">Support </span><span data-ccp-parastyle="List Bullet">teams to advocate for customer-impacting defects, technical debt, product gaps, integration issues, and reliability concerns surfaced through the TAM program.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="34" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Partner with Customer Success to </span><span data-ccp-parastyle="List Bullet">align on</span><span data-ccp-parastyle="List Bullet"> customer health, renewal risks, adoption blockers, executive communication, commercial opportunities, and action plans for strategic accounts.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="35" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Collaborate with Support leaders to ensure premium support processes complement, rather than duplicate, the broader support organization.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="36" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Work with Implementation and Professional Services teams to ensure customers transitioning from onboarding to steady-state support have clear ownership, documentation, and technical continuity.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="37" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Partner with Payments, Security, Data, and Platform teams as needed to support customers with complex operational, compliance, integration, or transaction-related needs.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="38" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Provide leadership with a clear view of systemic customer issues, product friction, vertical-specific support trends, and opportunities to improve the overall customer experience.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Manage Escalations and Executive-Level Customer Communication</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="39" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Lead or oversee critical customer escalations involving complex technical issues, repeated support failures, major incidents, high-risk accounts, or executive visibility.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="40" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ensure escalations have clear owners, timelines, communication plans, next steps, and resolution criteria.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="41" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Communicate confidently with customer executives, technical administrators, internal leaders, and cross-functional teams during sensitive or high-pressure situations.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="42" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Translate complex technical issues into clear business language for non-technical stakeholders.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="43" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ensure customers receive </span><span data-ccp-parastyle="List Bullet">appropriate transparency</span><span data-ccp-parastyle="List Bullet">, urgency, and follow-through without overcommitting or creating unrealistic expectations.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="44" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Develop </span><span data-ccp-parastyle="List Bullet">escalation</span><span data-ccp-parastyle="List Bullet"> playbooks and communication standards that can be used consistently across the TAM team.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Improve the Customer and Employee Experience</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="45" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Identify</span><span data-ccp-parastyle="List Bullet"> opportunities to reduce customer effort, prevent repeat issues, improve documentation, streamline handoffs, and strengthen the support experience.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="46" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Partner with Knowledge Management and Support Enablement teams to improve customer-facing and internal documentation.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="47" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Champion process improvements that help TAMs, Support teams, and cross-functional partners work more effectively.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="48" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Gather structured feedback from premium customers and internal stakeholders to continuously refine the TAM offering.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="49" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Help define the long-term vision for premium support at </span><span data-ccp-parastyle="List Bullet">Togetherwork</span><span data-ccp-parastyle="List Bullet">, including tiering, packaging, staffing models, service levels, customer eligibility, profitability, and expansion across products.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Required Qualifications</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="50" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">8-10+ years of experience in technical account management, premium support, enterprise support, technical support leadership, customer engineering, solutions consulting, implementation, technical services, or </span><span data-ccp-parastyle="List Bullet">a related</span><span data-ccp-parastyle="List Bullet">customer-facing technical function.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="51" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">3-5+ years of experience managing, coaching, or leading customer-facing technical teams.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="52" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Demonstrated experience building, scaling, or significantly improving a TAM, premium support, enterprise support, customer engineering, or technical services function.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="53" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Strong understanding of SaaS support models, software implementation lifecycles, customer escalations, defect management, incident communication, support operations, and technical customer success.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="54" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience supporting complex B2B software customers, ideally across multiple products, business units, customer segments, or vertical markets.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="55" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Proven ability to build programs from scratch, including defining strategy, operating models, playbooks, KPIs, staffing plans, governance processes, and customer-facing service definitions.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="56" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Commercial awareness and experience partnering with Sales, Customer Success, Finance, or executive leadership to package, price, pilot, or monetize a customer-facing technical service offering.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="57" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Strong technical aptitude with the ability to understand software architecture, integrations, APIs, data flows, configuration issues, platform dependencies, release impacts, and customer environments.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="58" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Comfort working directly with data, including writing SQL or similar queries to pull, join, and analyze data from relational databases, </span><span data-ccp-parastyle="List Bullet">in order to</span><span data-ccp-parastyle="List Bullet"> answer customer reporting requests and resolve issues that fall outside standard support tooling.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="59" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience working cross-functionally with Product, Engineering, Support, Customer Success, Implementation, Sales, Payments, Security, and executive leadership.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="60" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Excellent written and verbal communication skills, including the ability to communicate with technical users, business stakeholders, customer executives, and internal senior leaders.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="61" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Strong analytical skills with experience using data to </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> trends, measure performance, manage risk, and drive operational improvements.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="62" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Demonstrated ability to manage high-pressure escalations with professionalism, urgency, clarity, and sound judgment.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="63" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience creating customer health reviews, executive summaries, incident reports, escalation updates, operational dashboards, revenue reports, and program performance reporting.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="64" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Ability to lead through ambiguity, create structure, and drive alignment in a distributed, matrixed, or multi-product organization.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Preferred Qualifications</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="65" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience in a vertical SaaS, payments, membership management, community management, nonprofit, education, recreation, wellness, association, or multi-product software environment.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="66" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience supporting customers that rely on software for mission-critical operations, payments, scheduling, registration, communications, memberships, billing, reporting, or compliance-sensitive workflows.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="67" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience building premium support packages, tiered support offerings, paid support programs, enterprise support models, or white-glove customer support programs.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="68" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience with Salesforce, Zendesk, Jira, Gainsight, ServiceNow, Confluence, Looker, Tableau, Power BI, or similar CRM, ticketing, analytics, and knowledge management tools.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="69" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Familiarity with ITIL, incident management, problem management, root-cause analysis, continuous improvement, or process improvement methodologies.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="70" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience managing teams that support multiple products, </span><span data-ccp-parastyle="List Bullet">acquired</span><span data-ccp-parastyle="List Bullet"> businesses, or business units with different systems, customer profiles, and operational practices.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="71" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Experience with payments-related support, transaction troubleshooting, reconciliation issues, or financial software support is a plus.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Leadership Attributes</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="72" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Builder mentality: Comfortable creating structure, standards, and processes where none currently exist.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="73" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Customer-first orientation: Deeply committed to improving the support experience for customers who depend on </span><span data-ccp-parastyle="List Bullet">Togetherwork’s</span><span data-ccp-parastyle="List Bullet"> products to run their organizations.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="74" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Commercial mindset: Able to connect premium support delivery to customer value, revenue generation, retention, expansion, and profitability.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="75" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Operational discipline: Able to turn ambiguous goals into measurable programs, repeatable processes, and clear accountability.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="76" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Technical credibility: Able to engage with technical teams and customer stakeholders with confidence, curiosity, and practical judgment.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="77" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Cross-functional influence: Skilled at aligning teams that do not directly report to this role.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="78" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Executive presence: Able to communicate clearly and calmly with senior internal and external stakeholders, especially during escalations.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="79" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Coaching mindset: Invests in developing team members, raising standards, and building </span><span data-ccp-parastyle="List Bullet">a strong team</span><span data-ccp-parastyle="List Bullet"> culture.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="80" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Data-driven approach: Uses metrics, patterns, and customer insights to prioritize work and demonstrate impact.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="81" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Pragmatism: Balances ideal program design with the realities of a growing, multi-product software business.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Success in the First 6 Months</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="82" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Within the first </span><span data-ccp-parastyle="List Bullet">30 days</span><span data-ccp-parastyle="List Bullet">, assess the current support landscape, review customer escalation patterns, evaluate existing support processes, </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> high-value customer segments, meet with key stakeholders, and define the </span><span data-ccp-parastyle="List Bullet">initial</span><span data-ccp-parastyle="List Bullet">vision for a paid premium support program.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="83" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Within the first </span><span data-ccp-parastyle="List Bullet">60 days</span><span data-ccp-parastyle="List Bullet">, deliver the proposed program design, including service tiers, target customer profile, TAM responsibilities, escalation model, customer engagement cadence, staffing requirements, operating rhythms, pilot criteria, and initial revenue assumptions.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="84" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Within the first </span><span data-ccp-parastyle="List Bullet">90 days</span><span data-ccp-parastyle="List Bullet">, partner with Sales, Customer Success, Finance, Support, and business unit leadership to </span><span data-ccp-parastyle="List Bullet">finalize</span><span data-ccp-parastyle="List Bullet"> the initial premium support package, pricing inputs, customer-facing messaging, internal enablement materials, reporting framework, and pilot account list.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="85" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Within the first </span><span data-ccp-parastyle="List Bullet">120 days</span><span data-ccp-parastyle="List Bullet">, launch the pilot with selected customers, begin delivering premium support services, track early adoption and </span><span data-ccp-parastyle="List Bullet">utilization</span><span data-ccp-parastyle="List Bullet">, refine the operating model, and support commercial conversations with prospective premium support customers.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="86" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Within the first </span><span data-ccp-parastyle="List Bullet">180 days</span><span data-ccp-parastyle="List Bullet">, convert the pilot into a revenue-generating program, </span><span data-ccp-parastyle="List Bullet">establish</span><span data-ccp-parastyle="List Bullet"> measurable KPIs, create repeatable delivery processes, </span><span data-ccp-parastyle="List Bullet">identify</span><span data-ccp-parastyle="List Bullet"> staffing needs, and present a roadmap for scaling premium support across </span><span data-ccp-parastyle="List Bullet">additional</span><span data-ccp-parastyle="List Bullet"> </span><span data-ccp-parastyle="List Bullet">Togetherwork</span><span data-ccp-parastyle="List Bullet"> products and verticals.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Key Measures of Success</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="87" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Premium support program launched within the first six months.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="88" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Measurable revenue generated from the TAM / premium support offering within the first six months.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="89" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Clear packaging, pricing inputs, service definitions, and customer eligibility criteria </span><span data-ccp-parastyle="List Bullet">established</span><span data-ccp-parastyle="List Bullet">.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="90" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Pilot customers </span><span data-ccp-parastyle="List Bullet">identified</span><span data-ccp-parastyle="List Bullet">, onboarded, supported, and converted into paying customers where </span><span data-ccp-parastyle="List Bullet">appropriate</span><span data-ccp-parastyle="List Bullet">.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="91" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Improved satisfaction and confidence among premium customers.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="92" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Reduced repeat escalations and recurring support issues for covered accounts.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="93" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Improved visibility into customer technical health across priority accounts.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="94" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Clearer ownership and faster coordination during complex customer issues.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="95" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Stronger partnership between Support, Product, Engineering, Customer Success, Sales, Finance, Implementation, and business unit teams.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="96" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Consistent TAM operating standards across products and verticals.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="97" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Improved executive-level reporting on customer support trends, risks, program adoption, revenue contribution, and customer impact.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> <li data-leveltext="" data-font="Symbol" data-listid="8" data-list-defn-props="{"335552541":1,"335559685":360,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"singleLevel"}" data-aria-posinset="98" data-aria-level="1"><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Scalable roadmap created for expanding the premium support program across </span><span data-ccp-parastyle="List Bullet">additional</span><span data-ccp-parastyle="List Bullet"> </span><span data-ccp-parastyle="List Bullet">Togetherwork</span><span data-ccp-parastyle="List Bullet"> products and verticals.</span></span><span data-ccp-props="{"201341983":0,"335559739":60,"335559740":252,"335559991":216}"> </span></li> </ul> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Equal Opportunity Statement</span></span></strong><span data-ccp-props="{"134245418":true,"134245529":true,"201341983":0,"335559738":160,"335559739":80,"335559740":252}"> </span></p> <p><span data-contrast="auto">Togetherwork is committed to building a diverse and inclusive workplace. We welcome applicants from all backgrounds and evaluate candidates based on qualifications, experience, and business needs. We are proud to be an equal opportunity employer.</span><span data-ccp-props="{"201341983":0,"335559739":100,"335559740":252}"> </span></p><div class="content-conclusion"><p>CCPA Disclosure Notice: <a href="https://www.togetherwork.com/privacy-policy/">Click Here</a></p></div>
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