Technical Account Manager Lead AMER

ABOUT TALON.ONE:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data.

Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT US:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.

Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE ROLE:

We are looking for an empathetic and proactive AMER TAM Lead to join Talon.One.

You will be responsible for transitioning our AMER Technical Account Management team from a reactive model to a self-sufficient, proactive powerhouse. This is a hands-on leadership role that requires a balance of technical aptitude and a deep commitment to building trust within a growing team.

The AMER TAM team currently consists of 9 high-performing members. Our mission is to maintain strong client relationships and deep product knowledge while establishing the scalable processes needed to reduce ad hoc firefighting. Reporting directly to the Head of Technical Account Management, you will join a collaborative team that prioritizes flexibility and agility over rigid enterprise constraints, working in close partnership with the AMER CSM Lead.

This is a full-time role based in New York or Boston.

ONCE YOU ARE HERE YOU WILL:

• Oversee the day-to-day operations of the AMER Technical Account Management team, ensuring high-quality service delivery and client satisfaction
• Transition the team toward a proactive model by implementing systems that enable members to handle complex issues independently
• Build high levels of trust and psychological safety, creating an environment where team members feel supported and empowered
• Provide hands-on mentorship on problem-solving, client management, and technical platform capabilities
• Establish and refine scalable tools and workflows to manage team growth and workload distribution effectively
• Stay current on the Talon.One platform and API-first capabilities to jump in and support the team during critical situations
• Serve as the technical escalation point for critical customer issues in your region, working with your team and internal resources to ensure timely and effective resolution
• Contribute to programs for proactive technical guidance, best practice sharing, and strategic client engagement to ensure optimal platform use

WHAT WE NEED YOU TO BRING TO THE TABLE:

• Demonstrate a leadership style focused on building trust quickly and maintaining a supportive team culture
• Bring a proven track record of leading teams of 10 or more people, preferably in a TAM or Integration Engineering capacity
• Navigate ambiguity with ease, showing a preference for fast-paced, smaller company environments rather than large, rigid enterprise structures
• Challenge the status quo by rethinking existing processes to improve team efficiency and self-sufficiency
• Apply your knowledge of API-first platforms and technical account management to guide team members through complex integrations
• Support the recruitment and onboarding of new team members as the AMER region continues to expand
• Familiarity with API technologies and tools such as REST, SOAP, OAuth, JSON/XML, Postman, Swagger (OpenAPI), and middleware platforms like Workato, Mulesoft, or Zapier

WHAT'S IN IT FOR YOU:

• $1,200 annual learning budget
• Manage your own time off with our flexible PTO policy
• $350 home office setup budget, a $50 monthly home office allowance
• Freedom to work from abroad for up to 90 days worldwide!
• WeWork On-Demand access for flexible workspace solutions
• Mental health support with nilo.health
• Choose from top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)
• Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4%
• We provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage