Technical Account Manager Lead AMER
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 high-performing members. The mission is to maintain strong client relationships and deep product knowledge while establishing scalable processes to reduce ad hoc firefighting. Reporting to the Head of Technical Account Management, this role operates in a collaborative team that prioritizes flexibility and agility, working in close partnership with the AMER CSM Lead. 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.
Benefits
- $1,200 annual learning budget
- Flexible PTO policy
- $350 home office setup budget
- $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
- Top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)
- 401(k) plan, including a 100% company match on your contributions up to 4%
- 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
