Director of Technical Account Management

Job Overview

As Director of Technical Account Management, you will own the strategic direction, technical capability, and operating model of Airtable’s enterprise-facing TAM organization. Your team will serve as the continuing architectural authority for Premium Support accounts, helping customers build reliable automation, connected data structures, integrations, and AI-powered workflows.

You will establish frameworks for evaluating technical health, strengthen architectural judgment across the team, engage directly during high-impact projects and escalations, and work across Sales, Customer Success, Support, and Product to improve customer outcomes.

Key Responsibilities

• Lead and scale a team of Technical Account Managers serving Airtable’s strategic Premium Support customers.
• Ensure TAMs can guide customers across Airtable’s platform capabilities, including Field Agents, Omni, connected data structures, integrations, and automation architecture.
• Build the team’s technical expertise in agent configuration, data semantics, schema design, MCP connectivity, and AI-enabled workflows.
• Coach managers and individual contributors while strengthening platform fluency, ownership, and architectural decision-making.
• Create and improve frameworks for assessing the technical health of enterprise customer environments.
• Evaluate customer implementations across agent configuration, data models, integration depth, automation design, and platform adoption.
• Engage directly in important technical projects and escalations to diagnose root causes and recommend durable structural improvements.
• Represent Airtable as a calm and credible technical partner during high-pressure customer situations.
• Partner with Sales, Customer Success, and Support to clarify ownership and identify accounts that would benefit from Premium Support.
• Communicate the value of Technical Account Management in terms of architecture, platform reliability, and long-term technical health.
• Develop scalable delivery models, playbooks, and technical programs for a complex portfolio of enterprise customers.
• Surface recurring customer friction, product limitations, and implementation challenges to influence Airtable’s product direction.
• Use technical health scores, automation adoption, integration depth, customer satisfaction, and other KPIs to prioritize team activity and measure results.

Required Qualifications

• At least 120 months of experience in technical support, solution architecture, technical account management, or a closely related field.
• At least 60 months of experience leading enterprise-facing technical teams.
• Strong solution architecture skills within a SaaS platform or integration-heavy environment.
• Experience evaluating existing customer implementations, identifying structural risks, and recommending scalable improvements.
• Ability to translate complex technical requirements into clear and actionable implementation plans.
• Hands-on use of AI tools as a regular part of professional workflows, planning, and team enablement.
• Working knowledge of enterprise AI architecture concepts, including agent frameworks, MCP connectivity, automation pipelines, and schema design.
• Experience creating scalable operating frameworks, playbooks, and technical health models.
• Proven ability to develop the architectural judgment and technical depth of managers and individual contributors.
• Confidence managing high-stakes customer escalations while balancing immediate resolution with long-term remediation.
• Exceptional written and verbal communication skills.
• Ability to explain architectural decisions and tradeoffs to developers, data architects, business leaders, and executive sponsors.
• Strong analytical skills and experience using technical and customer metrics to guide decisions.

Technical Focus Areas

• Technical account management.
• Enterprise solution architecture.
• AI agent frameworks.
• MCP connectivity.
• Automation pipelines.
• Schema and data model design.
• Platform integrations.
• Technical health assessment.
• Customer escalation management.
• Premium support delivery.

Leadership Expectations

• Build a high-performing and technically credible TAM organization.
• Create a culture of ownership, continuous learning, and strong customer judgment.
• Develop managers and individual contributors through coaching and direct technical guidance.
• Set consistent standards for enterprise architecture reviews and account health management.
• Influence cross-functional teams without relying solely on direct authority.
• Maintain technical depth while operating at a strategic and organizational level.

Work Arrangement

• Remote position open to candidates in the United States and Canada.
• The role supports strategic enterprise and Premium Support customers.
• Regular collaboration is required across Technical Account Management, Sales, Customer Success, Support, and Product.
• Direct customer engagement is expected during significant implementations, architectural projects, and escalations.

Compensation

Compensation depends on work location, experience, and relevant skills.

• San Francisco Bay Area, Seattle, New York City, and Los Angeles: $252,000 to $357,400 per year.
• All other eligible locations, including remote: $227,000 to $322,400 per year.

The total compensation package may also include restricted stock units, incentive compensation, and employee benefits.

Application Safety

Official Airtable recruiting communication will come from an @airtable.com email address. Airtable states that candidates will not be asked to purchase equipment or provide sensitive information as part of the hiring process.