Technical Account Manager, APAC

ABOUT THE ROLE:

Join our team as a 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 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 clients' 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. 

This is a hybrid, full-time role, with the person based in Sydney, Australia. 

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 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
• Work with Support on escalated tickets

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 2+ years of experience working as Technical Account Manager, Integrations Consultant or other 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. 
• Excellent customer focus with a polite, patient, caring, calm and always professional demeanor
• Analytical understanding with a high focus on data-driven decision making