Technical Account Manager Lead EMEA

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 empathetic and proactive EMEA TAM Lead to join Talon.One. You will be responsible for transitioning our EMEA Technical Account Management team from a reactive model to a self-sufficient, proactive powerhouse. This is a hands-on leadership role that requires a balance of technical aptitude and a deep commitment to building trust within a growing team. The EMEA TAM team currently consists of 8 high-performing members, with plans to grow to 12 in the near future. Our mission is to maintain strong client relationships and deep product knowledge while establishing the scalable processes needed to reduce ad hoc firefighting. Reporting directly to the Head of Technical Account Management, you will join a collaborative team that prioritizes flexibility and agility over rigid enterprise constraints, working in close partnership with the EMEA CSM Lead. This is a full-time role based in Berlin, Germany. ONCE YOU ARE HERE YOU WILL: Oversee the day-to-day operations of the EMEA Technical Account Management team, ensuring high-quality service delivery and client satisfaction Transition the team toward a proactive model by implementing systems that enable members to handle complex issues independently Build high levels of trust and psychological safety, creating an environment where team members feel supported and empowered Provide hands-on mentorship on problem-solving, client management, and technical platform capabilities Establish and refine scalable tools and workflows to manage team growth and workload distribution effectively Stay current on the Talon.One platform and API-first capabilities to jump in and support the team during critical situations Serve as the technical escalation point for critical customer issues in your region, working with your team and internal resources to ensure timely and effective resolution Contribute to programs for proactive technical guidance, best practice sharing, and strategic client engagement to ensure optimal platform use WHAT WE NEED YOU TO BRING TO THE TABLE: Demonstrate a leadership style focused on building trust quickly and maintaining a supportive team culture Bring a proven track record of leading teams of 10 or more people, preferably in a TAM or Integration Engineering capacity Navigate ambiguity with ease, showing a preference for fast-paced, smaller company environments rather than large, rigid enterprise structures Challenge the status quo by rethinking existing processes to improve team efficiency and self-sufficiency Apply your knowledge of API-first platforms and technical account management to guide team members through complex integrations Support the recruitment and onboarding of new team members as the EMEA region continues to expand Familiarity with API technologies and tools such as REST, SOAP, OAuth, JSON/XML, Postman, Swagger (OpenAPI), and middleware platforms like Workato, Mulesoft, or Zapier WHAT'S IN IT FOR YOU: €1,000 annual learning budget 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 Subsidised BVG public transport ticket and a dog-friendly Berlin office where your furry friend is welcome Lease your ideal bike through BusinessBike