[Remote] Director, Technical Account Management

Note: The job is a remote job and is open to candidates in USA. NinjaTrader is an industry-leading trading platform and futures broker empowering traders to take control of their financial destiny. The Director of Technical Account Management will own the vision and execution of the team, manage high-revenue partner relationships, and set service standards to enhance partnerships. This role involves direct engagement with partners and product teams to ensure effective communication and delivery of services.ResponsibilitiesEstablish and enforce service standards, QBR cadences, partner communication protocols, and escalation frameworks across the teamBuild and maintain a Technical Account Management department that serves partners across all NinjaTrader business unitsServe as executive sponsor and escalation point for NinjaTrader's highest-revenue and highest-complexity partner relationshipsRun executive business reviews (EBRs) with C-level and VP-level stakeholders at key partner organizationsOwn team-level KPIs including Time-to-First-Trade (TTFT), Net Revenue Retention (NRR), partner satisfaction, and SLA performanceEstablish a structured weekly or bi-weekly vendor cadence across the team to surface blockers, align on priorities, and set clear expectationsAggregate product feedback and technical pain points from across the partner portfolio and deliver prioritized, actionable inputs to Product and Engineering leadershipInfluence the product roadmap on behalf of NinjaTrader's most strategic partnersPartner with Engineering and Product to get partner needs scoped, sequenced, and delivered while setting clear, credible expectations back to partners on timelinesChampion enablement content development such as API documentation, partner-facing resources, and onboarding materialsSkills8+ 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 context3+ years in a people management or team leadership role, with a track record of building and developing high-performing technical teamsProven experience managing complex B2B relationships at the executive level and delivering measurable outcomes across technical and commercial stakeholdersDemonstrated ability to build organizational structure from scratch or in an early-stage environment, including defining roles, setting standards, and hiring to a modelDeep familiarity with RESTful APIs, OAuth, JSON, WebSockets, and cloud platforms (GCP, AWS, or Azure)Ability to engage credibly with engineers and architects by understanding integration patterns, diagnosing technical issues, and providing actionable guidanceStrong working knowledge of cloud architecture, data streaming, and middleware solutionsComfort reviewing technical SOWs, integration specifications, and implementation plansExceptional executive presence with the ability to lead high-stakes partner conversations, de-escalate crises, and represent NinjaTrader at the senior levelCross-functional fluency; equally effective in a room with engineers, product managers, and C-suite executives, with the ability to translate between all threeStrong organizational skills and the ability to manage multiple large accounts and team operations simultaneously in a fast-paced environmentData-driven mindset with experience tracking key metrics, building dashboards and reporting, and using insights to drive team performanceBackground in trading platforms, market data systems, or financial services (futures, equities, or derivatives)Familiarity with financial regulatory compliance frameworks such as SOC 2 and PCI-DSSExperience building or formalizing a Technical Account Management, Customer Success Management, or Solutions Engineering function at a growth-stage companyComfort with scripting languages such as Python or JavaScript for debugging, proof-of-concept development, or enablement toolingPrior experience working with or alongside API support tiers and a strong understanding of L1/L2/L3 escalation modelsBenefitsAnnual target bonus of 15%Bonus pay at NinjaTrader is based on individual performance (50%) as well as company/team performance (50%).401K plan through ADP under which the company will match up to 3.5% of employee contributionsAnnual paid time off allowance accrues at a rate of 23 days per year plus seven paid holidaysRemote 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, WisconsinFor Chicago-based employees, we follow a hybrid work schedule: In-office Tuesday through Thursday, with remote work on Mondays and Fridays20 additional flex remote days annually5 Company Wide Office-Optional weeks tied to major holidaysGenerous PTO7 Paid Holidays Annually + 5 Conditional Holidays Annually1 Service Day Annually401k with 3.5% Company MatchPaid Parental Bonding LeaveHealth, Vision, Dental CoverageLife and Disability Insurance Covered 100% by NinjaTraderCompany OverviewNinjaTrader provides trading software and brokerage services for futures, forex, and equities markets. It was founded in 2003, and is headquartered in Chicago, Illinois, USA, with a workforce of 201-500 employees. Its website is http://www.ninjatrader.com.Company H1B SponsorshipNinjaTrader has a track record of offering H1B sponsorships, with 4 in 2025, 3 in 2023. Please note that this does not guarantee sponsorship for this specific role.