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Technical Services Director

  • Customer Success
  • Remote
  • USA

Reference Code: 22-126

About the Role

Semarchy is making Master Data Management, Data Governance, Data Quality, and Integration exciting again. Our founders have a long history of delivering innovation. So it’s no surprise that we approached data management in a fundamentally different way from traditional products. Data can be discovered, mastered, governed, and centrally managed in a non-intrusive way. xDM is natively available on most popular cloud marketplaces, such as Microsoft Azure and Amazon Web Services, with the same features as the on-premises platform.

Semarchy is a privately-owned company, part of the Providence Strategic Growth portfolio. It was founded in 2011 and headquartered in Phoenix, USA, with offices in the United Kingdom and Lyon, France.

Semarchy is hiring for a Director of Technical Services.  This person will be responsible for the human resource management and strategic vision of Semarchy’s Technical Services Practice. You will be part of the Customer Success Group and will be reporting directly to VP, Customer Success. You will be working closely with Sales Engineers, Technical Account Managers, Technical Consultants, Client Success Managers, Support Engineers, and Product Managers at Semarchy. You also will be active with our Semarchy partner network. This role is a fully remote opportunity in the United States.

Responsibilities

  • Be a servant leader to the Technical Services Practice
  • Be able to offset any of the technical positions (Partner Enablement, Technical Account Management, and Expert Services) that report to you for any reason
  • Ensure your team are always growing at a professional level
  • While not part of the sales team, you may need to assist with the sales process and in doing so represent your department up to and including C-Level executives
  • Be able to measure the growth and utilization of your team through KPIs
  • Develop relationships with business and IT stakeholders and become an expert on a customer’s implementation by understanding their top business goals and priorities
  • Support our Semarchy partner leaders and our Semarchy partner network and ensure our Semarchy partners are properly enabled
  • Help customers achieve their technical goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Semarchy
  • Uncover projects that are fit for our Semarchy implementation partners. Gather key requirements and be the liaison between the customer and Semarchy partners
  • Lead Expert Service diagnostics and provide relevant technical recommendations on solutions and enhancements specifics to customers’ business needs
  • In support of your Semarchy Client Success Manager, identify trends in Semarchy adoption and utilization and provide guidance as part of Quarterly Success reviews
  • Proactive liaison and focal point into Semarchy Support and Product Teams, to address product feature/technical hurdles. Forewarn customers of technology changes or potential disruptions to their service and advise on mitigation strategies
  • Play a key role in balancing product enhancement requests with technical solutions / design-around for under-performing accounts and dissatisfied customers 
  • Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
  • Provide timely account or issue executive-level summary status reports both internally and to the customer and/or partner
  • Identify and collaborate with internal teams to ameliorate renewal risks
  • Recommend additional Semarchy product and service offerings
  • Contribute and collaborate internally with the Semarchy  team, share knowledge and best practices with team members, contribute to internal projects and initiatives and serve as Subject Matter Expert (SME) for specific technical or process areas

Requirements

  • BA/BS degree or equivalent experience in Information Technology, Computer Engineering, Computer Science or related areas
  • 10+ years experience working with data and relational databases in a similar role (e.g. Professional Services, Systems Integrator, Technical Consultant, etc.)
  • 5+ years experience managing a team of 10+ people
  • Knowledge of database and SQL are a must-have, experience with analytics, and business intelligence solutions, or master data management tools is a big plus
  • Solid cloud experience (AWS, Azure, GCP, Hybrid, Private, etc.)
  • Solid technical background. Important technologies include: SQL – Java – Linux
  • Passion for the job and working in a customer-focused environment
  • Ability to forge strong, long-lasting relationships with senior executives
  • Ability to creatively explain and present complex concepts 
  • Ability to work independently and swiftly learn new and apply technologies to various business challenges
  • Customer-oriented and able to meet deadlines in a friendly and professional manner
  • Excellent written/verbal communication, presentation, and creativity skills
  • Prior experience managing a P&L or budget while meeting corporate KPIs for your team

Preferred Qualifications

  • Previous experience with Semarchy xDM or xDI
  • Previous experience working with a Semarchy partner
  • Previous experience as a management consultant or systems integrator
  • Previous experiencing building a team and/or partner network in LATAM

Benefits and Culture

  • Join a highly-skilled highly-motivated team
  • Work in a work environment where you can make a direct impact
  • Opportunity for advancement in a rapidly growing company
  • Competitive compensation plan and benefits (medical, 401K with match, 3 weeks PTO, and holidays)
  • Work from home

To Apply

For immediate consideration, please send a text (ASCII), Word, PDF, or HTML version of your resume to jobs@semarchy.com. The subject field of your email must include Technical Services Director (US).

NOTE to recruitment agencies: We do not accept unsolicited resumes!