Director, Technical Account Management

Responsibilities

• Establish and enforce service standards, QBR cadences, partner communication protocols, and escalation frameworks across the team
• Build and maintain a Technical Account Management department that serves partners across all NinjaTrader business units
• Serve as executive sponsor and escalation point for NinjaTrader's highest-revenue and highest-complexity partner relationships
• Run executive business reviews (EBRs) with C-level and VP-level stakeholders at key partner organizations
• Own team-level KPIs including Time-to-First-Trade (TTFT), Net Revenue Retention (NRR), partner satisfaction, and SLA performance
• Establish a structured weekly or bi-weekly vendor cadence across the team to surface blockers, align on priorities, and set clear expectations
• Aggregate product feedback and technical pain points from across the partner portfolio and deliver prioritized, actionable inputs to Product and Engineering leadership
• Influence the product roadmap on behalf of NinjaTrader's most strategic partners
• Partner with Engineering and Product to get partner needs scoped, sequenced, and delivered while setting clear, credible expectations back to partners on timelines
• Champion enablement content development such as API documentation, partner-facing resources, and onboarding materials

Requirements

• 8+ years in a technical customer-facing role such as Technical Account Management, Solutions Engineering, Customer Success, or Technical Program Management in a SaaS, fintech, or market data context
• 3+ years in a people management or team leadership role, with a track record of building and developing high-performing technical teams
• Proven experience managing complex B2B relationships at the executive level and delivering measurable outcomes across technical and commercial stakeholders
• Demonstrated ability to build organizational structure from scratch or in an early-stage environment, including defining roles, setting standards, and hiring to a model
• Deep familiarity with RESTful APIs, OAuth, JSON, WebSockets, and cloud platforms (GCP, AWS, or Azure)
• Ability to engage credibly with engineers and architects by understanding integration patterns, diagnosing technical issues, and providing actionable guidance
• Strong working knowledge of cloud architecture, data streaming, and middleware solutions
• Comfort reviewing technical SOWs, integration specifications, and implementation plans
• Exceptional executive presence with the ability to lead high-stakes partner conversations, de-escalate crises, and represent NinjaTrader at the senior level
• Cross-functional fluency; equally effective in a room with engineers, product managers, and C-suite executives, with the ability to translate between all three
• Strong organizational skills and the ability to manage multiple large accounts and team operations simultaneously in a fast-paced environment
• Data-driven mindset with experience tracking key metrics, building dashboards and reporting, and using insights to drive team performance

Nice-to-Haves

• Background in trading platforms, market data systems, or financial services (futures, equities, or derivatives)
• Familiarity with financial regulatory compliance frameworks such as SOC 2 and PCI-DSS
• Experience building or formalizing a Technical Account Management, Customer Success Management, or Solutions Engineering function at a growth-stage company
• Comfort with scripting languages such as Python or JavaScript for debugging, proof-of-concept development, or enablement tooling
• Prior experience working with or alongside API support tiers and a strong understanding of L1/L2/L3 escalation models

Compensation & Benefits

• Salary range: $165,000 - $185,000 USD
• Annual target bonus of 15% (50% individual performance, 50% company/team performance)
• 401k with 3.5% company match
• 23 days PTO per year + 7 paid holidays
• 1 Service Day annually
• Paid Parental Bonding Leave
• Health, Vision, Dental Coverage
• Life and Disability Insurance covered 100% by company