Technical Account Director
$135,000–$145,000 year
HybridIrving, Texas, United States or Shreveport, Louisiana, United States
Job Summary
Define and execute the vision, operating model, and annual priorities for the Technical Account Management function. Develop executive-level relationships with strategic customers to serve as the senior operational and technical sponsor for account health and value realization. Establish portfolio segmentation, engagement models, and coverage requirements that provide consistent, scalable support for enterprise clients. Partner with Sales, Customer Success, and Business Development leadership to align commercial strategy with operational execution. Monitor KPIs, SLAs, and account-health indicators to measure service quality and operational risk. Provide executive oversight for complex escalations and critical incidents, ensuring clear ownership, timely communication, and durable corrective actions. Lead capacity planning, resource allocation, and workforce development to support changing customer demand. Present account-health trends, risks, and performance results to senior leadership to inform investment decisions.
Required Qualifications
- 10+ years of progressive experience in technical account management, customer operations, enterprise support, customer success, professional services, solution architecture, or a related customer-facing technology function
- 5+ years of leadership experience, including responsibility for hiring, coaching, performance management, organizational design, and talent development
- Demonstrated success leading enterprise-facing technical teams and managing complex, integration-heavy customer environments
- Proven ability to establish scalable operating models, service standards, KPIs, SLAs, account-health frameworks, and escalation governance
- Strong executive presence with experience building trusted relationships, leading business reviews, and communicating risk, performance, and strategy to senior stakeholders
- Demonstrated technical and business judgment in resolving complex issues involving integrations, transaction processing, system connectivity, data exchange, or enterprise software platforms
- Strong analytical, financial, organizational, and change-management skills with the ability to translate data into priorities and measurable business outcomes
- Excellent written, verbal, presentation, and influence skills across technical and non-technical audiences
- Hybrid at a RedSail Office
- Spartanburg, SC
- Irving, TX
- Shreveport, LA
- Oak Brook, IL
- Cranberry Township, PA
- Long Island, NY
Desired Qualifications
- Experience leading technical account management, enterprise customer success, or professional services teams in healthcare technology, pharmacy technology, PBM, claims processing, healthcare data exchange, or SaaS environments
- Knowledge of NCPDP standards, BIN/PCN, claims adjudication, pharmacy workflows, healthcare interoperability, or other regulated transaction environments
- Experience supporting large retail pharmacy chains or other multi-site enterprise healthcare organizations
- Experience operating in HIPAA-regulated environments and partnering with Privacy, Security, or Compliance teams
- Bachelor's degree in business, technology, healthcare administration, or a related field
- master's degree preferred
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