Role Description We are looking for an empathetic and proactive APAC TAM Lead to join Talon.One. You will be responsible for transitioning our APAC 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 APAC TAM team currently consists of 4 high-performing members. 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 remote role based in Singapore. Responsibilities - Oversee the day-to-day operations of the APAC 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. Qualifications - 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. Benefits - 1,600 SGD annual learning budget. - 30 days of annual leave, plus extra paid days for your birthday and moving day. - 450 SGD home office setup budget, a 75 SGD monthly home office allowance. - Freedom to work from abroad for up to 90 days worldwide! - WeWork On-Demand access for flexible workspace solutions. - Mental health support with nilo.health. - Benefit from extensive health coverage via Cigna Care Connect, extending to your dependents. Company Description 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.

• Function as a consistent point of contact for a named portfolio of Personalized accounts • Provide answers, share standard methodologies and solve the most complex technical issues that largest enterprise customers are facing • Act as a coordinator for escalated customer issues • Maintain customer promises by keeping tickets updated • Utilize feedback to improve customer experience and debugging strategies • Work closely with the product team and partners to improve customer satisfaction • Assist in preparation and execution of quarterly business reviews • Coordinate with internal and customer teams to ensure that the customer is getting the most value out of their subscription to Twilio products. • Document customer specific implementation context for use internally

• Own a portfolio of strategic accounts, serving as the primary technical point of contact and trusted advisor across your assigned territory • Drive product adoption and value realization across the CrowdStrike Falcon® platform • Lead proactive customer health checks, adoption reviews and executive briefings to accelerate value delivery • Drive and manage escalations with urgency and professionalism, leading cross-functional groups to resolution while maintaining strong customer relationships • Build and continuously expand deep product knowledge across CrowdStrike's full portfolio, rapidly acquiring expertise on new technologies as they are released • Lead knowledge-sharing conversations with customers to lift adoption and connect product value to customer security outcomes • Represent the voice of the customer internally, ensuring feedback on product gaps and feature requests reaches the right stakeholders

• Take ownership of customer service delivery across platform, professional, managed, and support services • Ensure high-quality service levels through monitoring, performance targets, and compliance with SLAs/contracts • Oversee incident, problem, and change management processes, driving resolution and root-cause analysis • Manage escalations and customer expectations with transparency and timely updates • Define and refine ITIL-based practices (change, release, capacity, knowledge, etc.) to improve service efficiency • Maintain continuity plans to recover systems and services during major outages or disasters • Collaborate with internal teams (support, sales, R&D, professional services) to deliver a “Customer First” strategy • Represent the brand with customers at a senior level, building trust and providing consultative advice on service delivery, costs, and functionality • Act as a technical advisor, understanding customer environments and sharing insights internally • Guide customers through upgrades, new releases, and best-practice solution deployments • Conduct quarterly or consultative reviews to identify trends, recommend improvements, and resolve obstacles • Maintain product knowledge and support documentation to enable effective solutions • Support team development through training objectives and process best practices • Support other tasks or projects as assigned to meet team and business needs