ben - Senior Technical Account Manager

• 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. • YOU WILL THRIVE IN THIS ROLE IF YOU HAVE… • Strong experience in technical support, operations, or technical account management roles, within a B2B SaaS environment • Need a slow pace to feel comfortable - we move fast, and we prioritise action, even when the path isn’t perfectly clear • Are uncomfortable being accountable for outcomes - this role involves owning projects end-to-end and being responsible for making them succeed and delivering them at a high quality • Prefer maintaining the status quo - we want to challenge assumptions and push for better ways of working • Prefer a highly structured environment with established processes and clearly defined boundaries - we’re still building, and sometimes that means creating the path as we go • Struggle with ambiguity or expect prescriptive direction - you’ll get support and context, but you’ll need to figure things out and take ownership • Wait for others to step up, or to be told what to do - We are a high-performance and high-reward work place and are looking for people who are proactive • 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.