Maps are no longer static. Our maps represent the ever-evolving world, accessing, aggregating, and adapting anonymous data from millions of sensors and phones in real-time. Mapbox has the exciting opportunity to power devices and products across the next frontier in location-based data, such as Internet of Things, autonomous vehicles and AR/VR.

Mapbox is used by more than one million developers, and powers applications touching and 600 million people worldwide. Whether you’re visualizing your customers on Tableau, ordering food on Grubhub, or sharing your stories on Snap, Mapbox is powering the location experience. We’re changing how people move by live-mapping the world. 

What You'll Do

The Director of Technical Account Management is responsible for leading a US-based West Coast team in our SF office. Technical Account Managers help customers solve their biggest challenges by deeply understanding their business, understanding what they want to build, and how to apply Mapbox technology to create their ideal geospatial experience. Technical Account Managers use their technical knowledge and account management expertise to help customers envision and build solutions that deliver value. 

As the Director of Technical Account Management, you’ll be responsible for growing and leading a TAM team on the US West Coast in our SF office. You will:

• Lead a regional Technical Account Management team that supports customer launches and increases the usage and adoption of Mapbox products (APIs, SDKs, upgrading versions)˜
• Manage and further optimize the customer experience post-onboarding for our different customer segments and verticals
•  Define, build and institutionalize best practices for continual improvement of processes and results. Ensure the necessary tools are in place to maximize impact and productivity of the team.
• Recruit, develop and manage the very best customer-facing team of TAMs
• Serve as an escalation point for customer issues to ensure they are resolved quickly
• Ensure customer feedback is communicated internally to enable ongoing improvement of Mapbox products 
• Use quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement and adoption of Mapbox products
• Responsible for adoption of the platform and growth in the Mapbox customer base
• Collaborate across departments to achieve targets and improve customer experience
• Accountable for tracking (and creating new) metrics to measure the success of implementation and usage as well as develop and drive adoption campaigns through your team 
• Work with TAM leadership to set a vision of success, track performance metrics, and inspire results

What We Believe are Important Traits for This Role

• Strong leadership. Commitment to building and coaching a team that represents diverse perspectives, skillsets, and backgrounds. Experience and authentic interest in facilitating teamwork in ways that counteract unconscious bias. Empathy, grace, economy, and conviction when sharing feedback and mentoring individuals for career growth. 
• Delivers results. Deep understanding of customer’s pain points, value drivers and business initiatives. Ensure customer obtains value from Mapbox products. Proactively discovers additional ways to help the customer hit their goals by adopting Mapbox products or deeper optimization of our products within their business setting.
• Technically adept. Understands the technical environments common to platform customers, including cloud architectures and web/mobile implementations. Anticipates potential project risks from timelines or resources. Stays abreast of tech changes with regular customer visits and check ins with the team. Recognizes technical aptitude in others and can build technically adept teams.
• Customer-centric Proactively represents the customer internally, pushes for features and work without the customer being present, has strong internal relationships that make this possible. 
• Builds relationships. Goes deep with customers to build meaningful relationships centered on their goals. Ability to drive C-level conversations, relationships and presentations in accounts.
• Excellent communication skills. Email, phone interpersonal and presentation skills; concise, actionable, and strategic communication style. Ability to adjust from internal to developer to C-level communications, Empathy, grace, economy, and conviction when expressing ideas and feedback.
• Growth mindset. Comfort working in and leading in a fast-paced, ever-changing environment, and the ability to create structure and success in ambiguity.
• Strong cross-organizational skills. Demonstrated ability working collaboratively across a matrix organization to achieve results important to your customers (TAM, Presales, Sales, Product, Engineering, Support and cross-functionally within Customer organization)

What We Value

In addition to our core values (https://www.mapbox.com/about/values/) , which are not unique to this position and are necessary for all Mapbox leaders:

• We value high performing creative individuals who dig into problems and opportunities. 
• We believe in individuals being their whole selves at work. We commit to this through supportive health care, parental leave, flexibility for the things that come up in life, and innovating on how we think about supporting our people. 
• We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company. 
• We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply.