Technical Account Manager

Summary

Join Talon.One as the Head of Technical Account Management to lead a global team, drive excellence in client onboarding and platform integration, and ensure customers maximize value. Lead, coach, and develop the global Technical Account Management team. Define, implement, and report on the Technical Account Management strategy and key performance indicators. Drive scalability and optimize processes, tools, and documentation. Serve as the ultimate technical escalation point for critical customer issues. Develop and implement programs for proactive technical guidance and strategic client engagement. Champion customer retention and identify growth opportunities. Act as a key technical advocate for customers, gathering and translating feedback to influence the product roadmap. Build and maintain deep strategic relationships with key customers and collaborate closely with other Post-Sales functions.

Requirements

• 10+ years of experience in client-facing technical roles, including 5+ years leading and scaling distributed Technical Account Management or similar teams in enterprise SaaS or Cloud environments
• A solid technical foundation, backed by a Bachelor's or Master’s degree in Computer Science, Engineering, Information Technology, or a related discipline
• Familiarity with API technologies and tools such as REST, SOAP, OAuth, JSON/XML, Postman, Swagger (OpenAPI), and middleware platforms like Workato, Mulesoft, or Zapier
• Experience in writing or reviewing integration code in languages such as Python, JavaScript (Node.js), or Java to support and debug integrations
• Outstanding analytical and troubleshooting skills, with a data-driven approach to solving complex technical issues and identifying root causes and trends
• A collaborative mindset with the ability to work cross-functionally with internal teams — including Marketing, Development, and Sales — as well as external stakeholders at all levels
• Skilled in translating complex technical concepts into clear, concise communication tailored to both technical and executive audiences
• Strong interpersonal skills and emotional intelligence, allowing you to navigate change, foster trust, and drive success for both your team and your customers

Responsibilities

• Lead, coach, and develop the global Technical Account Management team, including regional leads across AMER, EMEA, and APAC
• Define, implement, and report on the Technical Account Management strategy and key performance indicators (e.g., time-to-value, customer satisfaction, escalations)
• Drive scalability and optimize Technical Account Management processes, tools, and documentation to enhance team efficiency and consistency
• Serve as the ultimate technical escalation point for critical customer issues, working with your team and internal resources to ensure timely and effective resolution
• Develop and implement programs for proactive technical guidance, best practice sharing, and strategic client engagement to ensure optimal platform use
• Champion customer retention and identify growth opportunities by consistently demonstrating the technical value and stability of Talon.One
• Act as a key technical advocate for customers, gathering and translating complex feedback to Product and Engineering teams to influence the product roadmap
• Build and maintain deep strategic relationships with key customers and collaborate closely with other Post-Sales functions within Talon.One

Benefits

• $1,200 annual learning budget and full LinkedIn Learning access
• 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