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    Director Technical Solutions

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Director of Technical Solutions, North America Customer Success
Job Description
Our client has experienced massive growth over the past few years, and with that comes a need to adapt and change the way we deliver for our clients to scale and continue growing the business. The Director of Technical Solutions in North America is a critical leadership role that will enable that growth through deep experience, positivity, creativity, and grit.

Living within the Customer Success team, you are responsible for the North American technical team, including software engineers, solution architects, quality assurance engineers, and technical analysts. The way the team is structured, how they work and what they deliver.

You will be in charge of making our clients happy and successful. Everything you do matters: all your team’s code, machine learning models, advisory, management, and other actions/roles will have a material impact on how our clients run their business and how effectively they manage financial risk and protect people from wrongdoing. You will work cross-functionally within the Customer Success Team and with other business units to deliver and constantly evolve by proposing well thought through, meaningful changes with strategic intent and execution to get ahead of what you see coming, not react to what is already happening. The good we do here can change the world—and it will—because we’re committed to building something extraordinary.

Come and change the world with us!

Your Day to Day

  • Responsible for a team of 35 full-time employees based in 3 offices (Atlanta, New York and San Mateo) in North America as well as remote
  • Direct and mentor a second line of people managers, who themselves are responsible for Individual contributors delivering for some of the largest banks and financial institutions (FI) in North America.
  • Manage regional capacity and technical staffing needs in a quantifiable manner and are able to offer options and clear trade-offs when conflicts arise
  • Work with your peers in the other Customer Success verticals, including regional Director(s) of Data Science, Delivery and Support on aligned delivery strategies and operations.
  • Manage a payroll budget to alignment with the sales pipelines, working closely with CS Operations to monitor deviations and their impact to staffing needs. This is confidential and not meant for distribution.
  • Act as a technical escalation point to Enterprise clients, contributing to get-well plans and subsequent lessons learned to avoid repeating the same scenarios
  • Work with Recruiting to establish local programs for continuous talent sourcing for multiple skill levels and role types, ensuring there are never cold pipelines for existing roles.
  • Work with the Global VP of Technical Solution on process and tooling, adapting for your region and ensuring adherence from your team
  • Consistency is absolutely critical to growth through scaling, and this role must obsess over getting the team to a state of predictability
  • Accountable for the technical health of a 30 client portfolio growing 40% annually
  • Collaborate with Pre-Sales and prospects to represent technical implementations and to design solutions that utilize the Product without defaulting to bespoke considerations.

Experience Needed:

  • Bachelor of Science in Computer Science, Master of Science preferred
  • 10 years in a Engineering Manager role where the teams delivered for more than 10 clients or business units
  • You are a highly motivated and experienced hands on Engineering Manager or Head of Software Engineering. You will be experienced in the full development life-cycle (analysis, design, testing, development and documentation), in both front-end and back-end technology stacks.
  • You’ve worked in a delivery capacity at a product company and understand how critical the relationship is with the product team, and can speak to methods you’ve used to build and strengthen it.
  • You participate in the technical community, both inside your company and externally. It’s critical you understand the importance of this at a rapidly growing company.
  • You understand the different types of IT work (business, IT, change requests and unplanned) and are able to manage them appropriately to efficiency and predictability
  • You recognize at the Director level that relationship building internally is critical for your department and your team. You realize this takes work and you put in the effort. You lead by example.
  • You are data driven, understanding what data is important and figuring out ways to capture it without creating overhead (in other words, you recognize the value of automating everything). You then are able to use that data to advocate for delivery efficiency and influence the Product roadmap towards that goal.
  • You have proven experience in building and maintaining reliable products and solutions
  • You have proven leadership ability and are able to present ideas to both technical and non-technical audiences, at all levels of an organization. This is confidential and not meant for distribution.
  • Knowledge and experience in CI/CD, TDD/BDD/ATDD and cloud based deployments (AWS required, Azure and GCP nice-to-have).
  • You are naturally curious and that leads you to stay up to date with the Product and its roadmap, and require that of your reports as well. You are constantly asking questions and seeking understanding and alignment. Who is a good fit for this role




A Human Approach to Staffing

Our Company is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is our intent to maintain a work environment which is free of harassment, discrimination, or retaliation because of sex, gender, race, religion, color, national origin, physical or mental disability, genetic information, marital status, age, sexual orientation, gender identity, military service, veteran status, or any other status protected by federal, state, or local laws. The Company is dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.