Head of NORAM Technical Account Mangement

Company Description

We’re  You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day.

We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers.

Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale.

If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact.

With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started.

As the Head of NORAM Technical Account Management at , you are the strategic

and operational cornerstone of our regional TAM team. Reporting directly to the Head of

NORAM Solutions Engineering, you will take the helm of our core regional TAM team, with an

immediate mandate to rapidly scale our headcount and capabilities to support our growing

merchant base.

You are a technical mentor, a champion of AI-driven efficiency, and a strategic counterpart to our Commercial Account Management leadership. By translating overarching company OKRs into tactical execution, you will empower your team to ensure our largest merchants thrive. Your leadership will directly impact team growth, operational scalability, and the commercial success of our business in North America.

• 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.

• 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.

• 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.

You will be evaluated on your ability to drive tangible results across both commercial and

operational vectors, specifically focusing on:

• Merchant eNPS & Retention: Ensuring highest-tier satisfaction and technical reliability

• for our 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

• successfully driving AI adoption across the TAM team.

• Company OKRs: Tactical execution and achievements directly tied to overarching

• company goals.

• Payments Expertise: Deep, demonstrable experience within the payments…