The Opportunity
Sitetracker is seeking a highly strategic Technical Account Manager who fluently speaks both Spanish & Italian to deliver unparalleled guidance to our largest customers, driving pivotal outcomes across adoption, retention, and services growth. This is the first EMEA hire, the role blends strategic consulting, technical leadership, and customer transformation, offering significant autonomy and executive exposure as you shape success for our most strategic accounts and directly impact business growth.
What You'll Do
As a fluent Spanish & Italian speaking TAM, you'll operate as a critical strategic advisor, providing specialized guidance that empowers our largest and most complex customers to navigate intricate business and technology transformations. Historically evolving from a technical customer success function, this role is now intentionally focused on leveraging deep consulting expertise, technical leadership, change management acumen, and value realization capabilities. Your work will directly impact customer outcomes, enhance retention, uncover expansion opportunities, and drive long-term growth of our annualized services business by maximizing platform utilization and ensuring measurable business value realization.
The Skills You'll Have
Strategic Consulting & Value Leadership
- Influence customers toward optimal solutions, even when their initial direction may not lead to desired outcomes.
- Connect Sitetracker's product capabilities directly to customer business goals and operational improvements.
- Facilitate complex decision-making processes across diverse stakeholder groups.
- Drive measurable customer outcomes and influence executive and operational stakeholders to change direction based on demonstrated business value, reducing risk or expanding opportunity.
- Proactively improve customer outcomes, adoption, and ROI through expert consulting and guidance.
Technical & Solution Leadership
- Explain fundamental architecture concepts, integration patterns, data flows, and platform considerations with confidence.
- Challenge technical recommendations and effectively facilitate technical decision-making processes.
- Articulate the crucial business implications of various technical decisions.
- Independently facilitate advanced solution design discussions, including integrations, data architecture, and platform scalability.
- Successfully guide customers through technically complex decisions, adeptly balancing both business and technical requirements.
Organizational Change & Adoption Leadership
- Support organizational change initiatives during critical technology implementations.
- Identify potential adoption risks and develop robust mitigation strategies.
- Understand the profound relationship between user adoption, platform usage, and overall business outcomes.
- Demonstrate a structured and repeatable approach to organizational change management.
- Coach executive sponsors and business leaders on effective strategies to drive organizational change within their teams.
Growth Mindset, Initiative & Continuous Improvement
- Identify and implement significant improvements without direct instruction.
- Proactively address potential risks or opportunities before they escalate.
- Take full ownership of outcomes, consistently following through without requiring significant oversight.
- Consistently identify opportunities to improve customer outcomes, delivery processes, or business results beyond your assigned responsibilities.
- Create new approaches, frameworks, or best practices that are successfully adopted by customers, teams, or the organization.
Within 90 Days, You'll:
- Immerse yourself in our largest strategic accounts, beginning to serve as a trusted advisor and identifying key challenges and opportunities for value realization.
- Start to proactively guide initial customer discussions, connecting Sitetracker capabilities to specific business goals and potential operational improvements.
- Begin to assess existing customer adoption trends and identify initial risks or opportunities for improvement.
Within 180 Days, You'll:
- Drive measurable business outcomes and increased platform utilization across assigned strategic accounts, directly contributing to customer value realization.
- Influence key customer decisions and lead technical solution discussions, translating complex considerations into clear business implications.
- Develop and initiate tailored adoption strategies and change management plans for your strategic accounts, coaching customer stakeholders on best practices.
Within 365 Days, You'll:
- Significantly maximise customer retention and contribute to annualised services growth, actively identifying and closing expansion opportunities.
- Consistently serve as a preeminent strategic advisor, driving complex business and technology transformations with a structured approach and measurable impact.
- Champion continuous improvement by creating and implementing new approaches and best practices that elevate customer success and influence organizational strategy.
