Director, Technical Account Management

About the Role

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. A more technical team drives deeper adoption, higher utilization, and fewer escalations into Professional Services and Engineering.

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.