Director, Technical Account Management, AMER

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT WE'RE LOOKING FOR

Our vision is to transform our customer’s engagement strategies by delivering best-in-class Technical Account Management services for Braze’s most strategic customers. As the Director of Technical Account Management for the Americas region, you will lead a high performing team of Leaders and Senior team members, overseeing the regional performance against the team’s strategic charter. You will be responsible for driving servicing and operational excellence, setting the vision and direction for the team, fostering innovation, and building a culture of continuous improvement and technical expertise across your region. We’re looking for someone who is passionate about problem solving, building a winning team and function, and striving for excellence in a dynamic and fast-paced environment. Our customers are equally as passionate about our Technical Account Management services, and with your leadership we envision a future where we unlock even more value for our customers around the world.

KEY RESPONSIBILITIES

• Develop and implement regional forecasts and strategies aligned with broader department and company objectives.
• Manage regional financial performance, including budget planning and cost management, delivery against forecast, and execution of renewals strategies. 
• Manage key relationships both internally and externally, driving strategic partnerships and customer satisfaction.
• Communicate effectively with all stakeholders, representing Braze and TAM’s interests in complex customer escalations. 
• Navigate complex business challenges, making high-stakes decisions based on foresight and data.
• Support and deliver the TAM sales motion and positioning, from deal qualification to collaborative Services pitching, right through to successful deal close. 
• Oversee resource management for your region, including strategic hiring, talent development strategies and effective resource allocation.
• Ensure compliance with regulatory standards and Braze policies.

WHAT YOU HAVE 

• Strategic Planning and Execution - Can create, execute, and oversee long-term strategies that align with the department and company objectives. 
• Executive Communication - Can effectively communicate with senior leadership and other key stakeholders across the business.
• Leadership & People Development - Recruits, motivates and develops a high-performing team of Technical Account Managers; Excels in coaching and mentoring, and is able foster an environment of continuous learning and adaptation to evolving customer needs and technology trends.
• Customer Success Mindset: Ensure the TAM team provides exceptional servicing and account management that drives high value creation for our customer base. 
• Collaboration and Influence: Work closely with cross-functional teams, including Sales, Customer Success, Product & Engineering, to drive successful outcomes for customers and for TAM
• Operational Excellence: Optimize team workflows and processes for efficiency and effectiveness, implementing metrics and KPIs to measure team performance and customer success outcomes.This includes compliance oversight, ensuring adherence to regulatory and company standards, rules, and regulations, e.g., Services attestation/auditing.
• Financial Management - Able to manage budgets, deliver against a forecast, understand the financial implications of decisions, and identify efficiency and cost optimization opportunities.
• Resource Management - Able to effectively allocate resources based on the needs of the business, and manage workload across the team to optimize productivity.

Experience: 

• 8+ years of experience in