Lead Technical Account Manager

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. 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’re looking for an experienced Lead Technical Account Manager to guide our AMER team and elevate how we onboard and integrate clients onto the Talon.One platform--ensuring every customer realizes its full value.

This is a remote role. While it’s ideal for candidates within commuting distance of one of our hubs (New York, Denver, or Boston), that’s not a requirement. The role includes occasional travel (around 10%).

ABOUT THE TEAM:
Our Technical Account Management AMER team is made up of six highly skilled TAMs who ensure seamless onboarding and flawless integration for our customers. We collaborate closely with Customer Success and Engineering, acting as trusted technical partners who solve complex challenges with precision and care.

As Lead TAM, you’ll report to the Head of Technical Account Management and play a key role in developing the team--fostering a culture grounded in curiosity, collaboration, and continuous improvement. We’re a team that supports one another and digs deep to uncover solutions that make a measurable impact.

ONCE HERE, YOU WILL:

• Lead, coach, and develop the AMER Technical Account Management team
• Execute and evolve the Technical Account Management strategy, monitoring KPIs like time-to-value, customer satisfaction, and escalation trends
• Streamline and scale TAM processes, tools, and documentation to enhance efficiency and consistency across the team
• Act as a senior escalation point for critical customer issues, ensuring timely and effective resolution through close collaboration with internal teams
• Drive proactive engagement by sharing best practices and providing strategic technical guidance to customers
• Champion customer retention and expansion by demonstrating the reliability, scalability, and long-term value of Talon.One
• Advocate for customers internally, translating complex feedback into actionable insights that shape our product roadmap
• Build and maintain strategic relationships with key accounts while collaborating closely with Post-Sales, Product, and Engineering

WHAT YOU TO BRING TO THE TABLE:

• A background as a proven technical leader in client-facing environments, with experience guiding distributed teams in enterprise SaaS or Cloud-based settings
• A strong technical foundation--ideally with academic or professional experience in Computer Science, Engineering, IT, or a related discipline
• Hands-on expertise with APIs (REST, SOAP, OAuth, JSON/XML) and tools such as Postman, Swagger (OpenAPI), or middleware like Workato, Mulesoft, or Zapier
• Comfort with integration code in Python, JavaScript (Node.js), or Java to troubleshoot and support customers
• Analytical rigor and a data-driven approach to diagnosing root causes, uncovering trends, and improving processes
• A collaborative mindset and ability to communicate technical concepts clearly--to both engineers and executives alike
• High emotional intelligence and a steady, solutions-oriented approach to leadership and change management

• Health and wellbeing for the whole you. We offer top-tier Medical, Dental, and Vision coverage through Blue Cross Blue Shield MA, MetLife, and VSP. Talon.One covers 80% of premiums, so you can focus on your health--not your bills. Mental health support is equally important, which is why every employee has confidential access to Nilo.health for coaching, therapy, and wellbeing resources.
• Time and freedom. We trust you to take the time you need to rest and recharge with unlimited PTO that you manage on your own terms. Our flexible approach extends beyond time off: you can work from anywhere, including up to 90 days abroad each year, and access WeWork On-Demand spaces for a change of scenery when you need it.
• Financial security and peace of mind. Plan confidently for your future with our 401(k)--we match 100% of your contributions up to 4%, helping you build long-term savings faster. We also provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage, because protecting what matters shouldn’t come at an extra cost.
• Growth that moves with you. You’ll have a $1,200 annual learning budget and full LinkedIn Learning access to explore new skills, certifications, or areas of curiosity. Whether it’s advancing your craft, learning a new tool, or exploring leadership development, we support your growth.
• Work your way. Your workspace should work for you. That’s why we offer a $350 home office setup budget and a $50 monthly allowance to keep it running smoothly. From ergonomics to aesthetics, we’ll help you create a setup that fuels focus and comfort.

The total compensation for this role is $130,000–$140,000 (base + variable) and is designed to reward performance and impact. Your placement within this range will reflect your relevant experience, skills, and qualifications. Salary ranges are regularly reviewed and may be updated to remain competitive.