Technical Account Manager

ABOUT TALON.ONE:

 

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.

Today, over 250 of 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:

 

As a Technical Account Manager at Talon.One, you will take ownership of the integration process, ensuring that our API-driven platform seamlessly connects with our clients' ecosystem. You will troubleshoot recurring technical issues, escalate problems when necessary, and work towards eliminating them. Additionally, you will manage a portfolio of assigned customers, focusing on their API usage to ensure retention, growth, and overall satisfaction.

In this role, you will collaborate closely with Customer Success Managers and the Engineering team to deliver exceptional client service. You will also identify new technology partners and explore potential integration opportunities. Furthermore, you will be responsible for setting and managing customer expectations, guiding them toward satisfaction and success.

This is a remote position with a requirement to be based in India.

 

ABOUT THE TEAM:

 

Our international team of 15 Technical Account Managers is spread across the world, including EMEA, US, and APAC. We always strive for seamless client onboarding and bug-less integration, and handling clients' requests is a daily challenge that we face. Closely working with the Customer Success Managers and the development team is what enables us to act as consultants to all parties involved in the client onboarding journey and ultimately handling expectations related to the integration of our platform is where our value to our company lies. What makes us strong is our constant support for each other, and our constant strive to dig deeper into problem-solving, which would also be qualities we would be looking for in our next colleague as well.

 

ONCE YOU ARE HERE YOU WILL:

 

• Take ownership of the integration process of our API-driven platform with our clients' eco-system
• Troubleshoot repeat technical issues and drive issue escalation and problem elimination 
• Own and manage a book of assigned customers in fluent English, with a focus on the customers API usage, ensuring retention and 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

 

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 5+ years of experience working as a Technical Account Manager or a related role
• A degree in IT, or a related field (STEM preferred)
• Experience with handling API integrations
• Proven experience with SaaS-based products
• Previous experience with problem-solving in a troubleshooting environment
• Passion for consulting and tactical empathy to apply and present complex solutions effectively
• Excellent written communication skills with the ability to explain complex topics in easily understood and concise language.
• Excellent customer focus with a polite, patient, caring, calm, and always professional demeanor
• Analytical understanding with a high focus on data-driven decision-making

 

• Be part of a fast-scaling company with a strong and expanding customer base
• Take ownership of the region and shape its success while collaborating with global peers
• Work on strategic initiatives with world-class enterprise businesses
• 30 vacation days
• Remote-work abroad up to 90 days
• Country-specific life insurance, disability benefits, and retirement/pension programs