Technical Account Manager Lead

Who you are

• 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

What the job involves

• 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
• 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