Director, Technical Account Management

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

As the Director of Technical Account Management at Airtable, you will lead and scale a high-impact team focused on delivering an exceptional support experience for Airtable’s most strategic customers through our Premium Support offering. This role uniquely blends technical depth with customer success leadership—requiring a solution-oriented mindset, experience in platform configuration and integration, and a deep understanding of enterprise customer needs. You’ll play a critical role in ensuring Airtable’s Premium Support offering remains a benchmark for excellence by combining the best of solution architecture, strategic support, and relationship management. You’ll work cross-functionally to help customers unlock complex use cases through technical guidance and customized support, while ensuring high retention, adoption, and growth. This is a pivotal role for someone who thrives at the intersection of customer enablement and scalable platform design.

Responsibilities

• Lead and scale a high-performing team of Technical Account Managers (TAMs) and Base Optimization experts who serve as trusted advisors to Airtable’s most strategic customers.
• Bring a solutions architecture lens to Premium Support—helping teams guide customers through advanced implementation patterns, integrations, and complex configurations that drive meaningful outcomes.
• Coach and mentor Managers and ICs, building technical depth and customer engagement capabilities across the team. Foster a culture of creativity, ownership, and continuous improvement.
• Deeply understand Airtable’s platform capabilities and help define how the TAM team delivers scalable technical guidance to customers with unique, evolving workflows.
• Partner with Sales and Customer Success to identify and target high-value accounts for Premium Support, positioning the program as both a strategic and technical asset.
• Engage directly with customers during critical projects or escalations—translating technical challenges into actionable plans, identifying solution paths, and representing Airtable as a calm, confident partner.
• Drive program development by iterating on support offerings, delivery models, and technical enablement frameworks that meet the needs of enterprise-scale customers.
• Influence product development through customer advocacy, surfacing insights about technical limitations, use case friction, and opportunities to unlock broader adoption.
• Leverage data and KPIs (e.g., NPS, time to resolution, adoption health) to inform decisions, measure success, and prioritize resources.
• Balance customer needs with Airtable’s scalability goals, ensuring that support services are impactful, efficient, and aligned with long-term strategic goals.

Requirements

• Details are missing in the provided text

Company Information

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done.