Director Technical Account Management

What you'll do:

As Director of Technical Account Management at NinjaTrader you will own the vision structure and execution of this team. You'll define how NinjaTrader shows up for its most strategic partners set the bar for what great looks like and build a Technical Account Management function that builds trust and strong partnerships.

You will be hands-on with the team the partners and the product. You will manage and develop a team of Technical Account Managers directly own a portfolio of the most complex and highest-revenue partner relationships and serve as the executive escalation point for the function. On-call availability as needed is required.

In this role you will:

• 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

What you'll need:

• 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
• Experience working with APIs & JSON
• Ability to engage credibly with engineers and architects by understanding integration patterns diagnosing technical issues and providing actionable guidance
• 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

Bonus points for:

• Background in trading platforms market data systems or financial services (futures equities or derivatives)
• Experience building or formalizing a Technical Account Management Customer Success Management or Solutions Engineering function at a growth-stage company
• Prior experience working with or alongside engineering support teams
• Experience working with OAuth & WebSockets

Compensation:

The salary range for this role will be $165000.00 - $185000.00 USD. In addition this position will also receive an annual target bonus of 15%. Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%).

Salary and bonus earnings are only two components of the total compensation package offered by NinjaTrader. NinjaTrader offers a 401K plan through ADP under which the company will match up to 3.5% of employee contributions. Annual paid time off allowance accrues at a rate of 23 days per year plus seven paid holidays.

Location:

This role is based in Chicago IL. *There may be remote flexibility for exceptional candidates in the following states: California Colorado Florida Georgia Illinois Indiana Minnesota Missouri Montana New Jersey New York North Carolina Ohio Oregon Pennsylvania South Carolina Texas Utah Vermont Virginia Washington Washington DC Wisconsin.

Hybrid:

For Chicago-based employees we follow a hybrid work schedule: In-office Tuesday through Thursday with remote work on Mondays and Fridays. In addition to these weekly remote days we offer:

• 20 additional flex remote days annually
• 5 Company Wide Office-Optional weeks tied to major holidays

What We Do

More than 2 million futures traders trust NinjaTrader's award-winning software and brokerage services to help them trade smarter. Since 2003 we've been building better futures for all traders by making futures trading more accessible scalable and user-friendly. As a bold innovative thought leader in the trading space we build products and services that empower active futures traders to easily analyze and react to data from the world's leading financial markets. Veteran and new futures traders alike look to us for our always-on support daily free education and analysis access to developer apps and much more. We believe in the power of innovation to drive futures trading forward. Together we continue to redefine what's possible in trading advocate for our customers and provide the best tools support and experiences to the fast-growing retail futures trading community. Located in Chicago our entrepreneurial employee-centric culture is inspiring innovative and inviting. We're committed to diversity equity and inclusivity so our team members feel at ease to be themselves and empowered to deliver the work they do best.

Why Work With Us

Our team members are our #1 asset and the signature ingredient to our success. When you join NinjaTrader you become part of an innovative forward-looking community that encourages creativity collaboration and camaraderie to deliver the best futures trading experience possible to our more than 1.8 million users. See why better futures start here.

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