Technical Account Manager

ABOUT THE ROLE:

Join our team as a Technical Account Manager at Talon.One, where you’ll play a pivotal role in integrating our cutting-edge API-driven platform with our clients' ecosystems. You'll own the technical relationship, ensuring seamless API usage, troubleshooting issues, and collaborating with our Customer Success and Engineering teams to deliver exceptional client experiences. As the go-to expert for your portfolio of customers, you'll focus on retention, growth, and satisfaction while also exploring new integration opportunities and tech partnerships. 

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

ABOUT THE TEAM:

Our international team of 13 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.

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:

• 2+ years of experience working as Technical Account Manager or a related role
• 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. Fluency in Spanish would be considered a big advantage
• 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 estimated total compensation for this role ranges from $86,000 - $103,000.

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?