Director, Technical Account Management

About the role

Semarchy is deepening its post-sale organization — evolving Customer Success into a technically rich Technical Account Management practice built around one idea: adoption is the job. When customers genuinely adopt the product; utilization, growth, and retention follow.

The Director of Technical Account Management leads that practice in the Americas. This is a player-coach role: you will be responsible for the performance and growth of the regional team, and will personally carry a few strategic accounts so you stay close to the customer experience your team delivers and set the bar for what great looks like. This role will co-own global standards and playbooks with their EMEA counterpart while running and building the practice in-region. This is a build role as much as a leadership one: the coverage model is maturing and the paid TAM offering is being defined over the next year. If you are energized by shaping a function rather than inheriting a finished one, this is that seat.

What you'll own

• Lead and grow a technically fluent team.
  • Lead and develop a regional team of TAMs and TACs, with product fluency as the defining strength — a team that partners with customers as technical advisors and co-innovators.
  • Hire, level, and coach against a clear technical bar.
  • Set the cadence for account reviews, escalation handling, and success-plan governance, and drive consistency across the region.
• Raise the technical bar.
  • Own the team's technical development as a first-class outcome.
  • Establish learning tracks and product certifications, plus depth in the surrounding domain — master data management, data integration, and customer infrastructure.
  • Use a learning platform to structure paths, run skills assessments, and keep the team proficient and current.
• Own the customer as a player-coach.
  • Personally carry 2–3 strategic accounts — leading adoption strategy, executive engagement, and technical advisory directly.
  • Take personal ownership of the most complex or sensitive customer situations in the region.
• Run regional coverage.
  • Own the coverage model, assigning customers by ARR and segment: named TAMs for the most strategic customers, TAC coverage — including a pooled model — for the broader base, with every customer covered.
  • Partner with regional Sales leadership on book-of-business assignments and joint engagement plans.
• Build the path to monetization.
  • Help design the model that turns this practice into a paid offering over the next 12 months — the adoption playbooks, account-plan strategies, service commitments, and time-to-value goals that make the value tangible — and partner with Sales to drive attach rates as the offering takes shape.
• Operate as one team.
  • Partner with Professional Services, Support, Product, and CX Ops so customers experience one team with no handoffs that lose context.
  • Co-own global playbooks and standards with the EMEA Director and the VP of Customer Experience.

What you'll bring

• 10+ years of post-sales technical experience in enterprise software, with 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) — and the credibility to raise a team's technical bar.
• A genuine player-coach orientation, energized by both customer engagement and team development.
• A 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, and comfortable helping shape a paid offering from the ground up.
• A bias toward adoption as the driver of every downstream metric.

Nice to have

• 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.