Manager, Technical Account Management

Job description

ABOUT US At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce. Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self. OUR MISSION Helping companies reimagine how companies take care of their people. OUR INVESTORS We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital. ARTICLES - Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti - Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs CANDIDATE RESOURCES - Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q ABOUT THE ROLE We're looking for a Manager, Technical Account Management to lead, coach, and develop a growing team of Technical Account Managers while helping scale the function for the future. Reporting to the Director of Customer Operations, this role combines people leadership, operational excellence, and technical problem-solving. You'll partner closely with the Director of Customer Operations to enhance how the team operates, identify opportunities to streamline workflows, and help shape the team's evolution as the business grows. Rather than simply managing day-to-day work, you'll stay close to the details, understanding how work gets done, where processes break down, and where specialization, automation, or cross-functional ownership can improve both the customer and employee experience. Our Technical Account Management team sits at the intersection of Customer Success, Implementation, Product, Engineering, and Operations. TAMs support a wide variety of technical customer workflows, including implementations, technical troubleshooting, AI-powered operational processes, and product feedback. Many teammates have transitioned from operations-focused roles into increasingly technical positions, leveraging AI to automate work, investigate issues, and deliver exceptional customer outcomes. We're looking for a thoughtful leader who enjoys coaching people, improving systems, and helping build a scalable, high-performing technical organization. WHAT YOU'LL DO LEAD AND DEVELOP THE TEAM - Lead, coach, and develop a team of Technical Account Managers through regular 1:1s, feedback, career development, and performance management. - Foster a culture of curiosity, accountability, continuous learning, and technical growth. - Help teammates build confidence in technical problem-solving, AI-assisted workflows, and customer consulting. - Stay close to the team's work by understanding customer challenges, supporting complex situations, and removing obstacles that prevent the team from succeeding. - Recruit, onboard, and develop new team members as the organization grows. - Create an environment where teammates feel supported, challenged, and empowered to grow their careers. SCALE THE FUNCTION - Partner with the Director of Customer Operations to evolve the Technical Account Management function as the organization grows. - Identify opportunities for greater specialization, segmentation, or changes in team ownership based on customer needs, workload, and business priorities. - Use operational data, team feedback, and firsthand knowledge of day-to-day work to make thoughtful recommendations that improve scalability and team effectiveness. - Help implement organizational changes, new processes, and operating models as the team continues to mature. - Develop team processes and operating rhythms that enable consistent execution while creating capacity to support future growth. DRIVE OPERATIONAL EXCELLENCE - Develop a deep understanding of the team's day-to-day workflows and identify opportunities to improve efficiency, quality, and consistency. - Regularly evaluate recurring work to determine whether it should remain within Technical Account Management, be automated, or be addressed through Product or Engineering improvements. - Build and refine processes that help the team scale while maintaining a high-quality customer experience. - Partner closely with Product, Engineering, Customer Success, and Operations to remove friction and improve cross-functional collaboration. - Monitor team capacity, workload, and operational health to ensure sustainable execution. TECHNICAL LEADERSHIP AND CUSTOMER ESCALATIONS - Serve as a senior escalation point for complex customer situations, partnering across teams to drive resolution. - Coach the team through technical investigations rather than simply providing answers, helping build long-term technical capability. - Ensure technical customer issues are documented, prioritized, and translated into actionable product or operational improvements. - Build repeatable playbooks and best practices for common technical scenarios. AI AND CONTINUOUS IMPROVEMENT - Encourage thoughtful use of AI tools to improve investigation, documentation, and operational efficiency. - Identify opportunities to automate repetitive work and reduce manual effort across the team. - Champion continuous improvement by helping the team experiment with new tools, workflows, and ways of working. - Help teammates continue developing technical skills as the role and technology evolve. CROSS-FUNCTIONAL PARTNERSHIP - Build strong partnerships with Product, Engineering, Customer Success, Support, and Operations. - Advocate for customer needs while balancing operational efficiency and product scalability. - Provide structured feedback that helps influence product improvements and operational investments. - Help define clear ownership boundaries between Technical Account Management and partner teams as responsibilities evolve. WHAT WE'RE LOOKING FOR REQUIRED QUALIFICATIONS - 5+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, Product Operations, Technical Support, Operations, or a similar customer-facing technical role. - 3+ years of people management experience leading high-performing teams. - Demonstrated success coaching employees through performance management and career development. - Experience managing complex customer escalations and cross-functional initiatives. - Strong operational mindset with a passion for improving processes and scaling teams. - Comfortable working with technical concepts such as APIs, integrations, troubleshooting, SaaS platforms, or technical product workflows. Deep engineering experience is not required. - Strong communication and stakeholder management skills, with the ability to influence across multiple teams. PREFERRED QUALIFICATIONS - Experience building or scaling a Technical Account Management, Solutions Engineering, or Customer Operations function. - Experience working in a high-growth SaaS environment. - Familiarity with AI tools and a curiosity about how they can improve customer operations and team productivity. - Experience partnering closely with Product and Engineering teams to improve customer experience. COMPENSATION Base pay of $130,000 to $155,000 + equity RANGE(S) IS SUBJECT TO CHANGE. BENEPASS TAKES A NUMBER OF FACTORS INTO ACCOUNT WHEN DETERMINING INDIVIDUAL STARTING PAY, INCLUDING MARKET COMPARABLES, INTERVIEW PERFORMANCE, PEER COMPENSATION, AND YEARS OF EXPERIENCE. WHAT WE OFFER - 95% coverage of medical, dental, and vision - Fantastic benefits (of course 😃), including: - $250 WFH setup (one time) - $500/year Learning & Development Benefit - $150/month cell phone + internet - $100/month Wellness - $100/month Co-working and Commuter Benefit - We offer several team onsites a year - Flexible PTO At Benepass, we are working towards reimagining how companies take care of their people. We are committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. Benepass is proud to be an equal-opportunity employer.