Head of 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 US:

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:

We are looking for an experienced and strategic Head of Technical Account Management to lead our global team and drive excellence in client onboarding and platform integration for Talon.One. This leadership role is pivotal in shaping our Technical Account Management function and ensuring our customers maximize value. 

 

ABOUT THE TEAM:

Our international team of 15 Technical Account Managers is distributed across EMEA, US, and APAC, dedicated to ensuring seamless client onboarding and flawless platform integration for Talon.One. We thrive on resolving client challenges daily, working in close collaboration with Customer Success Managers and development teams to act as expert consultants. Reporting to the Post-Sales Lead, you will lead this global team, fostering a culture of mutual support and deep problem-solving.

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 full-time role based in Berlin, Germany.

 

ONCE YOU ARE HERE YOU WILL:

• 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

 

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 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

 

• €1,000 annual learning budget, full LinkedIn Learning access, and free German language courses to boost your skills
• 30 days of annual leave, plus extra paid days for your birthday and moving day
• Home office setup budget, a monthly home office allowance
• Freedom to work from abroad for up to 90 days worldwide!
• Mental health support with nilo.health and a discounted Urban Sports Club membership
• 20% company subsidy on your pension contributions
• BVG public transport ticket and welcome your furry friend to our dog-friendly Berlin office!