Technical Account Manager overseeing service delivery and client relationships in healthcare technology. Collaborating with internal teams to ensure performance and reliability across software platforms.
About the role
- Senior Technical Account Manager at Ben, a benefits platform enhancing employee support through technology. Manage strategic accounts and tackle complex technical challenges while driving product improvements.
Responsibilities
- 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 and coordinate with Associate TAMs to 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.
Requirements
- Strong experience in technical support, operations, or technical account management 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 and resolving escalated technical issues in a fast-paced environment
- Extensive experience collaborating with engineering, product, and customer success teams to drive issue resolution and product improvements
- Experience coaching team members and 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
- Strong communication skills - able to explain complex technical concepts clearly to both technical and non-technical stakeholders
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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