2025 TAM CONNECT: KakaoPay and Toss Draw the Future of Technical Support Together

The Technical Account Manager (TAM) representatives of KakaoPay and Toss gathered together for the first time to hold 2025 TAM CONNECT. TAM organizations from other companies were also invited, but due to scheduling, the two companies met first this time, with the focus placed on sharing challenges and solutions as colleagues solving the same problems rather than as competitors.

KakaoPay operates its TAM function around two axes.

• Service Organization TAM is attached to services such as online/offline payments, loans, and asset management, handling partner communication, API integration, and incident response.
• Technology Strategy Organization TAM focuses on company-wide technology projects, AI management tools, and resolving boundary-area issues.

The core direction was going beyond Support to Leading. This is a declaration to expand the role beyond simple handling into a Business Architect that fills the silos between development, business, and operations, and a TPM that leads projects through technical judgment. As an organizational mechanism to support this, the Technical Support Guild was also introduced, and it was explained that scattered TAMs are being united into a single growth organization through weekly meetings, 1on1s, study sessions, and job-function events. The slogan raised at last year's event was Less loneliness, more knowledge, one voice.

The Toss session centered on practical work and automation.

• Song Hye-jeong introduced the TAM role supporting technical consulting for partner companies across a wide range of areas including Auth, Face Connect, Financial Marketplace, and Pay Offline/Online Platform.
• Park Da-young shared the process of redefining meaningless alert noise that obscures actual errors, and using the observe-structure-design-execute framework to automate incident detection and reporting and analyze the causes of settlement discrepancies.
• Lee Ki-mun built a backup system where everyone shares the same work rather than having dedicated individual owners, and maintained a response system on the Discord developer community that responds within an average of 10 minutes. They also revealed a case of connecting the open-source workflow automation tool n8n with an LLM to automate log analysis and solution suggestions.
• Cheon Seong-min shared experience applying PDCA to upgrade integration guides and processes, based on the gap between expectations from their time as a client-side contact and the actual TAM work.

In the middle of the event, quizzes and gift events lightened the mood, and Slido anonymous feedback included responses about having gained colleagues to share similar concerns with. Following the official sessions, a networking dinner with 25 people and a group photo were added, and the next meetup is planned for November 2026 on the topic of AI.