Director, Technical Account Management

About This RoleAI processing…

Key Responsibilities

• 1
  Lead and scale a high-performing team of Technical Account Managers who serve as the persistent technical authority for Premium accounts — ensuring customer environments are built to fully leverage Airtable's platform, including Field Agents, Omni, automation architecture, and the connected data structures that make intelligent workflows perform at scale.
• 2
  Own the team's technical depth across Airtable's agent capabilities — including Field Agent configuration, data semantics, schema design, MCP connectivity, and automation architecture — so TAMs can guide customers through key architectural decisions and implementation.
• 3
  Coach and mentor Managers and ICs, building architectural judgment and platform fluency across the team. Foster a culture of ownership and continuous learning that keeps pace with Airtable's rapid product evolution.
• 4
  Establish and evolve frameworks for how TAMs assess and improve the technical health of Premium accounts — evaluating agent configurations, data semantics, integration coverage, and automation architecture against the full capability of the platform.
• 5
  Engage directly with customers during critical technical projects or escalations, diagnosing root cause, proposing structural remediation, and representing Airtable as a calm, expert partner.
• 6
  Partner across Sales, Customer Success, and Support to maintain clear ownership boundaries and identify high-value accounts for Premium Support — articulating the TAM value proposition in terms of architectural depth, agent reliability, and long-term technical health.
• 7
  Drive program development and influence product direction by iterating on delivery models and surfacing patterns around friction, gaps, or constraints that limit how customers realize value from Airtable's capabilities.
• 8
  Leverage data and KPIs (e.g., technical health scores, automation adoption, integration depth, CSAT) to inform decisions, measure success, and prioritize team focus.

Requirements

• You have 10+ years in technical support, solution architecture, or technical account management roles, including at least 5+ years leading enterprise-facing technical teams.
• You bring a solutions-architect mindset, with the ability to evaluate a customer's existing build, identify structural risk, and prescribe scalable improvements — translating complex technical requirements into concrete, actionable plans. You've done this in platform or integration-heavy SaaS environments where customers require ongoing architectural guidance to realize full product value.
• You use AI heavily in your own work — not experimentally, but as a core part of how you operate. You have strong intuition for which tools and approaches extract real value, and you build that thinking into the workflows, playbooks, and frameworks you create for your team.
• You have working fluency in AI architecture concepts relevant to enterprise customers: agent frameworks, MCP connectivity, automation pipelines, and schema design that supports AI-powered workflows.
• You're a strategic leader and strong operator, known for building scalable frameworks that allow your team to deliver consistent technical value across a complex account portfolio — and for developing the technical depth and architectural judgment of the people around you.
• You are calm and confident under pressure, especially in high-stakes technical escalations, and you balance immediate resolution with long-term architectural remediation.
• You possess exceptional written and verbal communication skills, with the ability to make complex architectural trade-offs legible to audiences ranging from developers and data architects to leadership and executive sponsors.
• You're analytical and comfortable making data-informed decisions, using technical health signals and program metrics to prioritize resources and identify opportunities for evolution.

Perks & BenefitsTypical for this role