Note: The job is a remote job and is open to candidates in USA. Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. As the Director of Technical Account Management, you will lead a team responsible for maintaining technical relationships with Premium Support customers, ensuring they effectively utilize Airtable's platform and capabilities.
Responsibilities
- 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
- 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
- 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
- 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
- Engage directly with customers during critical technical projects or escalations, diagnosing root cause, proposing structural remediation, and representing Airtable as a calm, expert partner
- 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
- 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
- Leverage data and KPIs (e.g., technical health scores, automation adoption, integration depth, CSAT) to inform decisions, measure success, and prioritize team focus
Skills
- 10+ years in technical support, solution architecture, or technical account management roles, including at least 5+ years leading enterprise-facing technical teams
- Solutions-architect mindset, with the ability to evaluate a customer's existing build, identify structural risk, and prescribe scalable improvements
- Experience in platform or integration-heavy SaaS environments where customers require ongoing architectural guidance to realize full product value
- Use of AI heavily in work as a core part of operations
- Strong intuition for which tools and approaches extract real value from AI
- Working fluency in AI architecture concepts relevant to enterprise customers: agent frameworks, MCP connectivity, automation pipelines, and schema design that supports AI-powered workflows
- Strategic leader and strong operator, known for building scalable frameworks that allow teams to deliver consistent technical value across a complex account portfolio
- Ability to develop the technical depth and architectural judgment of team members
- Calm and confident under pressure, especially in high-stakes technical escalations
- Exceptional written and verbal communication skills, with the ability to make complex architectural trade-offs legible to various audiences
- Analytical and comfortable making data-informed decisions, using technical health signals and program metrics to prioritize resources and identify opportunities for evolution
Benefits
- Benefits, restricted stock units, and may include incentive compensation
- Reasonable accommodations to qualified applicants
- Opportunity to receive benefits, restricted stock units, and may include incentive compensation
- To learn more about our comprehensive benefit offerings, please check out Life at Airtable
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