Technical Account Manager Lead AMER

Talon.One•Boston, MA

13d•Onsite

About The Position

Talon.One is seeking an empathetic and proactive AMER TAM Lead to transition the AMER Technical Account Management team from a reactive model to a self-sufficient, proactive powerhouse. This is a hands-on leadership role requiring technical aptitude and a commitment to building trust within a growing team of 9 members. The mission is to maintain strong client relationships and product knowledge while establishing scalable processes to reduce ad hoc firefighting. Reporting to the Head of Technical Account Management, this role is part of a collaborative team that prioritizes flexibility and agility. This is a full-time role based in New York or Boston.

Requirements

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 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

Responsibilities

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