Director, Technical Account Management

Semarchy•,

About The Position

Semarchy is evolving its Customer Success organization into a technically rich Technical Account Management practice focused on product adoption. The Director of Technical Account Management will lead this practice in the Americas, acting as a player-coach. This role involves managing the regional team's performance and growth while also handling a few strategic accounts to maintain close customer connection and set high standards. The position will collaborate on global standards and playbooks with the EMEA counterpart, and will be instrumental in building and maturing the practice in-region, including defining a paid TAM offering over the next year. The ideal candidate is energized by shaping a function rather than inheriting a finished one, and will lead and grow a technically fluent team that acts as technical advisors and co-innovators with customers. Responsibilities include hiring, leveling, coaching, setting cadences for account reviews, escalation handling, and success-plan governance, ensuring consistency across the region.

Requirements

10+ years of post-sales technical experience in enterprise software.
3+ years leading a team of Technical Account Managers, Solutions Architects, Customer Success Engineers, or equivalent.
Strong expertise in master data management, data integration, or modern data platforms (Semarchy, Informatica, Reltio, Profisee, Stibo, Ataccama, TIBCO EBX, Snowflake).
Credibility to raise a team's technical bar.
Player-coach orientation, energized by both customer engagement and team development.
Track record of building or scaling a technical post-sales function (leveling, playbooks, learning paths, and metrics).
Strong commercial partnership instincts.
Credible with AEs, Sales leadership, and customer executives.
Comfortable helping shape a paid offering from the ground up.
Bias toward adoption as the driver of every downstream metric.

Nice To Haves

Prior experience within a Big 4 or specialized data consultancy companies.
Experience leading cloud or platform-to-platform MDM migrations.
Cloud data platform certifications (Snowflake SnowPro, AWS Data Analytics, Azure Data Engineer, Google Professional Data Engineer).
Industry experience in financial services, healthcare and life sciences, retail, manufacturing, or public sector.
Bachelor's or Master's degree in Computer Science, Information Technology, or a related technical discipline.

Responsibilities

Lead and develop a regional team of TAMs and TACs with strong product fluency.
Partner with customers as technical advisors and co-innovators.
Hire, level, and coach the team against a clear technical bar.
Set the cadence for account reviews, escalation handling, and success-plan governance.
Drive consistency in technical account management practices across the region.
Own the team's technical development through learning tracks and product certifications.
Ensure team proficiency and currency in master data management, data integration, and customer infrastructure.
Personally carry 2-3 strategic accounts, leading adoption strategy, executive engagement, and technical advisory.
Take personal ownership of complex or sensitive customer situations in the region.
Own the regional coverage model, assigning customers by ARR and segment.
Partner with regional Sales leadership on book-of-business assignments and joint engagement plans.
Help design the model for a paid TAM offering over the next 12 months.
Develop adoption playbooks, account-plan strategies, service commitments, and time-to-value goals.
Partner with Sales to drive attach rates for the new offering.
Partner with Professional Services, Support, Product, and CX Ops to ensure a seamless customer experience.
Co-own global playbooks and standards with the EMEA Director and the VP of Customer Experience.