Head of NORAM Technical Account Mangement

What You'll Be Doing

• Lead, coach, and aggressively scale a team of high-performing Technical Account Managers, driving regional recruitment and expansion efforts.
• Work from our local office (Atlanta, NYC, or SF) 3 days a week to provide hands-on coaching and mentorship to TAM Individual Contributors (ICs).
• Synthesize company goals and OKRs, translating them into clear, tactical guidance and actionable metrics for your team.
• Manage team compensation plans, performance reviews, and career development pathways.
• Travel across NORAM offices and our London office to collaborate with key internal stakeholders, and align global strategies.

Strategic Alignment & Commercial Impact

• Act as the technical equivalent and close partner to our commercially-minded Account Management leadership, ensuring unified strategies for merchant success.
• Drive regional project management for key initiatives, such as product upgrades across TAM-managed merchants and driving the adoption of value-added services.
• Participate in Quarterly Business Reviews (QBRs) alongside your team, presenting technical performance as a compelling commercial story to executive stakeholders.
• Travel to meet clients face-to-face, cementing strong relationships with our most strategic merchants.

Technical Ownership & AI-Driven Operations

• Act as an escalation point, assisting TAMs with troubleshooting complex merchant issues and API integrations.
• Champion a culture of utilizing AI tools (such as Gemini, Claude Code, etc.) to reduce manual operational load, automate workflows, and improve daily efficiency.
• Continuously identify and implement process improvements to drive operational excellence within the NORAM TAM organization.

How You Will Be Measured

• Ensuring highest-tier satisfaction and technical reliability for our merchants.
• Partnering with Commercial teams to protect and expand account revenue.
• Successfully driving technical adoption of new Checkout.com products.
• Reducing ticket resolution times, automating processes, and successfully driving AI adoption across the TAM team.
• Tactical execution and achievements directly tied to overarching company goals.

Qualifications

• Payments Expertise: Deep, demonstrable experience within the payments industry is a strict requirement.
• Leadership or Exceptional IC Experience: Proven experience in client-facing TAM, Solutions Engineering, or Solutions Consulting leadership. Or, you are a highly experienced IC with a demonstrated track record of exceptionalism and a strong readiness to step into management.
• Technical Acumen: Technical background with the ability to confidently manage, coach, and challenge TAMs. Hands-on expertise with RESTful APIs is essential.
• AI Mindset: Forward-thinking approach to championing AI tools to scale teams and eliminate manual bottlenecks.
• Commercial Sensibility: Exceptional ability to collaborate with commercial teams and understand the revenue impact of technical decisions.
• Location/Flexibility: Based in Atlanta, NYC, or SF, with the ability to be in the office 3 days a week and travel domestically and internationally as needed.