Head of Account Management
Mackinnon Bruce International
Our client, a high-growth global payments platform, is seeking a Head of NORAM Technical Account Management to serve as the strategic and operational cornerstone of their regional TAM team. Reporting directly to the Head of NORAM Solutions Engineering, you will take the helm of the core regional TAM team, with an immediate mandate to rapidly scale headcount and capabilities to support a growing merchant base.
You will be a technical mentor, a champion of AI-driven efficiency, and a strategic counterpart to Commercial Account Management leadership. By translating overarching company OKRs into tactical execution, you will empower your team to ensure the largest merchants thrive. Your leadership will directly impact team growth, operational scalability, and commercial success across North America.
What You'll Be Doing
Leadership & Rapid Team Scaling
- Lead, coach, and aggressively scale a team of high-performing Technical Account Managers, driving regional recruitment and expansion efforts.
- Work from a 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 a 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 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 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 the 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
- Merchant eNPS & Retention: Ensuring highest-tier satisfaction and technical reliability for merchants.
- Net Revenue Retention (NRR) & Growth: Partnering with Commercial teams to protect and expand account revenue.
- Value-Added Services Adoption: Successfully driving technical adoption of new products.
- Efficiency Improvements: Reducing ticket resolution times, automating processes, and driving AI adoption across the TAM team.
- Company OKRs: 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 a highly experienced IC with a demonstrated track record of exceptionalism and 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.
Vacancy posted 16 hours ago
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