Technical Account Manager

Spoonity is on a mission to redefine customer engagement through smart, data-driven loyalty and gift card solutions tailored for the hospitality industry. We empower brands to grow by transforming everyday customers into lifelong Brand Ambassadors, one interaction at a time.

With operations spanning 30+ countries across four continents and a 50%+ year-over-year growth, and a 4.8 Glassdoor rating - Spoonity is scaling fast, and we're just getting started. Our customer roster includes some of the most iconic brands in the world, including Carl's Jr, Krispy Kreme, and Wingstop. Backed by an award-winning leadership team recognized by Forbes, Ottawa's Forty Under 40, and PhDs in data science, we combine deep industry knowledge with an unwavering focus on innovation.

Over the past 5 years, we invested heavily in AI, marketing automation, and cutting-edge customer intelligence to shape a new standard for loyalty, one that's seamless, personalized, and delightfully engaging. Joining Spoonity now means stepping into a rare opportunity to help scale a company that's poised to lead the global loyalty transformation.

The Technical Account Manager (TAM) is responsible for ensuring the successful implementation, customization, and ongoing support of loyalty programs for our clients. This key role ensures technical integration with Point of Sale (POS) systems and online ordering platforms, optimizing the customer experience and maximizing the value of the loyalty program.

The TAM is essential for maintaining excellence in the delivery of our loyalty and integration services, maximizing both customer satisfaction and technical efficiency.

Key Responsibilities

Client Onboarding & Customization

• Collaborate with Project Managers and integration teams to ensure a smooth technical transition
• Ensure correct integration with POS systems and online ordering providers
• Adapt loyalty program parameters and rules according to client needs
• Technically configure promotions and rewards within the platform

Incident Management & Technical Support

• Proactively manage technical and performance issues
• Collaborate with developers and team members to resolve incidents
• Continuously monitor integrations to prevent recurring issues

Optimization & Strategic Analysis

• Technically configure promotions to optimize integration with POS systems
• Perform regular audits to identify opportunities for improvement in technical integrations
• Collaborate with the product development team to implement new features
• Create regular performance reports, identifying achievements and areas for improvement
• Present findings to clients and participate in data-driven strategic decisions

Requirements

Education & Experience

• Bachelor's degree in Systems Engineering, Information Technology, or a related field
• Minimum 3 years of experience in technical systems integration
• Hands-on experience with POS systems such as Aloha (NCR), Simphony (Oracle), ICG, PixelPoint (PAR), or similar platforms
• Previous experience in managing loyalty programs is highly desirable
• Ability to speak Spanish is a plus

Technical Skills

• API Standards: Mastery of REST, SOAP, GraphQL, and Webhooks
• API Tools: Proficiency in Postman, Insomnia, Swagger/OpenAPI, and Curl
• Programming: Familiarity with Python (Flask/FastAPI), JavaScript (Express), Java, Ruby, or PHP
• Security: Knowledge of OAuth 2.0, JWT, and API Keys
• Databases: Ability to use APIs to interact with SQL and NoSQL databases
  
• Infrastructure: Familiarity with cloud services (AWS, Azure, Google Cloud) and platforms like Stripe, Twilio, or Firebase
• Advanced knowledge in POS platforms and promotion management

Soft Skills

• Excellent communication skills to interact with both technical and non-technical teams
• Client-oriented mindset with the ability to translate needs into technical solutions
• Proactive approach to problem-solving and identifying growth opportunities