Enterprise Technical Account Manager, AMER

ABOUT THE ROLE:

Join our team as an Enterprise Technical Account Manager at Talon.One, where you'll play a key role in driving the success of our API-first promotion engine for our enterprise clients across the growing Americas region. You’ll take ownership of the technical integration process, ensuring our platform fits seamlessly into each client’s ecosystem. As the technical lead for your portfolio, you'll proactively monitor API usage, resolve recurring issues, and manage escalations in close collaboration with our Engineering and Customer Success teams.

You’ll lead onboarding design, manage expectations, and deliver consistent value that boosts retention, growth, and satisfaction. In this strategic role, you’ll also explore new tech partnerships and integration opportunities that expand our ecosystem and unlock more value for our customers.

ABOUT THE TEAM:

Our global team of 15+ Technical Account Managers is spread across the world, including EMEA, US, and APAC. We always strive for a seamless client onboarding and bug-free integration, while balancing ever-changing client requests on a daily basis. Our team works closely with Customer Success Managers and the development team, enabling us to act as consultants to all parties involved in the client onboarding journey. Ultimately, handling expectations related to the integration of our platform is where we drive value for our clients & our company. 

Our team is defined by our commitment to mutual support and our dedication to deep problem-solving. These qualities are essential in future teammates in order for us to continue building on our strengths. 

The estimated total compensation for this role is $115,500, though actual compensation may vary depending on factors such as relevant experience, skills, qualifications, certifications, and location. The salary range is subject to change and may be adjusted at any time.

This is a remote role; however, you must be located within commuting distance of one of our US hubs: New York, Denver, or Boston.

ONCE YOU ARE HERE YOU WILL:

• Take ownership of the integration process of our API-driven platform with our clients' ecosystem
• Troubleshoot repeat technical issues and drive issue escalation and problem elimination  
• Own and manage a book of assigned customers, including Enterprises, with a focus on the customers' API usage, ensuring retention, growth, and overall customer satisfaction
• Work together with Customer Success Managers and our Engineering team towards providing great client service
• Find new technology partners and integration possibilities
• Manage customer expectations and lead them to customer satisfaction
• Design Customer Onboarding Processes 
• Work with support on escalated tickets

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 4+ years of previous experience working as a Technical Account Manager, Integrations Consultant, or other related role
• Experience with full ownership of complex API integrations for assigned accounts 
• Demonstrated ability to successfully handle the demands of Enterprise accounts, including complex stakeholder management  
• Proven experience with SaaS based products
• High level of problem-solving attitude in a troubleshooting environment
• Excellent written communication skills with the ability to explain complex topics in easily understood and concise language to both technical and non-technical professionals 
• Excellent customer focus with a polite, patient, caring, calm and always professional demeanor
• Analytical understanding with a high focus on data-driven decision making

WHAT'S IN IT FOR YOU:

• Learning budget and LinkedIn Learning
• Competitive salaries & 401(k) plan w/match
• Medical, dental, & life insurance
• Flexible PTO
• Mental health support with Nilo.health