Senior Technical Account Manager

Ben

1d • Hybrid

About The Position

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.

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
• Solid technical foundation and a strong interest in full stack engineering
• Hands-on experience, confident to contribute meaningfully from day one.

Nice To Haves

• Experience with benefits platforms, HR tech, payroll systems, or employee benefits administration
• SQL experience and experience working with/testing/troubleshooting APIs

Responsibilities

• 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.
• Own the most technically challenging accounts where configuration complexity, scale, or integration requirements demand senior-level expertise.
• Lead cross-employer initiatives and coordinate with Associate TAMs to ensure seamless platform delivery and prevent issues before they arise.
• Guide admins through complex setups, integrations, and configuration changes - running technical onboarding and training sessions for both customers and internal teams.
• Be 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.
• Build the technical resources the team needs to scale - create playbooks, troubleshooting guides, and documentation that become go-to references.
• Coach and support Associate TAMs on technical troubleshooting and complex problem-solving, helping them grow through real-world scenarios.
• Contribute to establishing best practices and standards for technical account management through your work and example.

Benefits

• Competitive base salary + equity
• £100 monthly personal Ben Balance (increases by £50 for each year of service up to £250)
• Weekly lunch provided in office
• 28 days of holidays a year plus bank holidays, with an option to buy or sell 5 days per year (entitlement increases to 30 days at 3rd year of service)
• Work-from-abroad scheme
• Enhanced parental leave and workplace nursery scheme
• Comprehensive Private Medical Insurance
• Funded Life Assurance cover with the option to voluntarily increase (includes annual health check)
• Comprehensive and tailored mental health support and professional coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed