Senior Technical Account Manager

Job description

OUR MISSION We’re not your average benefits platform – we’re the driving force that uplifts people’s lives. Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers. Our mission is clear: to build a world where everything works at its best, ensuring every employee gets the support they need to thrive—both at work and beyond. YOUR MISSION As a Senior Technical Account Manager at Ben, you'll be the bridge between our most strategic customers and our internal teams. The stakes are high. Your customers are HR and benefits leaders managing tens of thousands of employees - when you solve a complex benefits configuration, untangle a wallet and allowance issue, or resolve a critical payroll reporting challenge, the ripple effect is massive. You'll tackle these high-impact technical problems at scale, whilst building the trusted relationships that turn admins into advocates. You'll also be a critical voice shaping Ben's product roadmap - translating the messy reality of customer needs into clear, actionable insights that drive what we build next. As a Senior TAM, you'll set the standard for what great looks like: coaching the wider team, demonstrating best practices in action, and helping us establish the processes and playbooks that allow us to deliver exceptional support at scale without losing the personal touch. This is a rare opportunity to be both operator and architect: doing the work today while building the foundation for tomorrow. WHAT YOU’LL BE DOING... - You will own the technical relationship for your book of strategic accounts: serving as the escalation point for complex challenges around benefits configuration, wallet and allowance issues, and payroll reporting. - Owning the most technically challenging accounts: where configuration complexity, scale, or integration requirements demand senior-level expertise. - Leading cross-employer initiatives: ensure seamless platform delivery and prevent issues before they arise. - Guiding admins through complex setups, integrations, and configuration changes: running technical onboarding and training sessions for both customers and internal teams. - Being a key product advocate: Work closely with Product and Engineering to translate customer pain points into actionable product improvements, identifying patterns across issues to address root causes. - Building the technical resources the team needs to scale: create playbooks, troubleshooting guides, and documentation that become go-to references. - Coaching and supporting Associate TAMs on technical troubleshooting and complex problem-solving, helping them grow through real-world scenarios. - Contributing to establishing best practices and standards for technical account management through your work and example. YOU WILL THRIVE IN THIS ROLE IF YOU HAVE… - Strong experience in customer-facing technical roles: TAM, Implementation, Operations, or Technical CSM roles, within a B2B SaaS environment - Strong technical skills: including debugging integrations, diving into logs and troubleshooting complex software configurations - Proven experience managing enterprise customer relationships: you have managed a complex book of business, and escalated technical issues in a fast-paced environment - Extensive experience collaborating with engineering, product, and customer success teams: focusing on driving issue resolution and product improvements - Experience coaching team members: help us develop the team, alongside creating technical documentation or playbooks that scale team effectiveness - Strong analytical and problem-solving skills: with the ability to identify patterns across issues and address root causes NICE-TO-HAVES, BUT NOT DEAL-BREAKERS: - Experience with benefits platforms, HR tech, payroll systems, or employee benefits administration (nice to have) - SQL experience and experience working with/testing/troubleshooting APIs (nice to have) Not sure if you meet 100% of the requirements? That’s okay - we know that not everyone follows a linear career path, and we value diverse perspectives and growth mindsets. If you have a solid technical foundation and a strong interest in full stack engineering, we’d still love to hear from you. That said, this role does require hands-on experience, so please only apply if you feel confident you can contribute meaningfully from day one. OUR COMPENSATION & BENEFITS It’s important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here https://www.thanksben.com/benefits-at-ben. 💰 Competitive base salary + equity, so you own what you build 💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250 🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food! 🏖 28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service! 🌴 Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones. 🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting ❤️ Comprehensive Private Medical Insurance 💌 Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check 🧠 Comprehensive and tailored mental health support and professional coaching through a leading provider DIVERSITY AND CULTURE AT BEN We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com. You can learn more about DEI at Ben here https://docs.google.com/document/d/1PXXfwDglfTM6UPXbyshuuRcuS0N_78yRbf-EV4HYu5Y/edit?usp=drive_web&ouid=106864903853432285599.