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Enterprise Technical Account Manager

New York

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:

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. 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 international team of 15 Technical Account Managers is spread across the world, including EMEA, US and APAC. Always striving for a seamless client onboarding and bug-less integration is what we do, and handling clients' requests is the challenge that we face on a daily level. 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, 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.

This is a remote role; however, you must be located within commuting distance of one of our 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 
  • Ability to successfully handle Enterprise accounts, which would make you eligible for an Enterprise Technical Account Manager role
  • 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
  • Uncapped commission structure
  • Mental health support with Nilo.health

The total compensation for this role is $100,000 - $110,000, 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.

 

WHAT WE WOULD LIKE TO LEARN FROM YOUR APPLICATION IS:

  • Which of the products you worked with were API-driven?
  • How extensive is your experience with API troubleshooting?
  • How much ownership have you had with clients' onboarding?
  • Who do you communicate with the most, both internally and on the client's side?

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