Director, Technical Account Management

Disclaimer: Please be advised that the most accurate and up-to-date information about our open roles—including job descriptions, compensation, and benefits—can only be guaranteed on our official job board. For the latest listings and details, please visit: https://job-boards.greenhouse.io/ninjatrader . JOIN US ON OUR MISSION TO BECOME THE #1 RETAIL TRADING PLATFORM IN THE WORLD Welcome to the dynamic world of NinjaTrader! As an industry-leading trading platform and futures broker, we're empowering traders to take control of their financial destiny. How do we do it? We provide cutting-edge products and services that enhance the trading journey. Whether a seasoned pro or just starting out, NinjaTrader equips traders with award-winning software and brokerage services to navigate the world's leading financial markets with confidence. Our growth story is nothing short of exhilarating. Since 2003, NinjaTrader has been dedicated to understanding and supporting traders on their journey toward trading triumph. Through those efforts, our user base has grown to over 2 million users and we have become the number one rated futures brokerage worldwide. But we're not stopping there. We're constantly evolving, pushing boundaries, and modernizing the futures industry. Our commitment to innovation means users will always have access to dynamic tools, real-time support, and a community of like-minded traders. So, why work at NinjaTrader? Here, you're not just part of a team; you're part of a movement. We empower employees to reach new heights in their careers by providing a dynamic culture focused on social connection, professional development, and employee recognition initiatives. Sounds too good to be true? Take it from our employees. Join us as we redefine what's possible in trading, advocate for our customers, and continue our journey toward becoming the world's top retail-focused trading platform in the world. 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 Deep 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 guidance Strong working knowledge of cloud architecture, data streaming, and middleware solutions 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) Familiarity with financial regulatory compliance frameworks such as SOC 2 and PCI-DSS Experience building or formalizing a Technical Account Management, Customer Success Management, or Solutions Engineering function at a growth-stage company Comfort with scripting languages such as Python or JavaScript for debugging, proof-of-concept development, or enablement tooling Prior experience working with or alongside API support tiers and a strong understanding of L1/L2/L3 escalation models Compensation: The salary range for this role will be $165,000.XX - $185,000.00 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 Our Core Benefits Include: Generous PTO 7 Paid Holidays Annually + 5 Conditional Holidays Annually 1 Service Day Annually 401k with 3.5% Company Match Paid Parental Bonding Leave Health, Vision, Dental Coverage Life and Disability Insurance Covered 100% by NinjaTrader We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.