benepass - Manager, Technical Account Management
Requirements
• 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. • 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. • 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.
Responsibilities
• 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.
Benefits
• 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. • 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 • 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.
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