As the Head of NORAM Technical Account Management at Checkout.com, 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. 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 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 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 Checkout.com 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. 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. Additional Information Bring all of you to work We create the conditions for high performers to thrive, through real ownership, fewer blockers, and work that makes a difference from day one. Here, you'll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It's a place where ambition gets met with opportunity, and where your growth is in your hands. We work as one team, and we back each other to succeed. So whatever your background or identity, if you're ready to grow and make a difference, you'll be right at home here. It's important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. Life at Checkout.com We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection. Curious about what it's like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us. For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram