[Remote] Lead Technical Account Manager at Ben

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HR Tech, Benefits Technology, SaaSIndustries

Requirements

Strong experience managing technical account management, customer success engineering, support engineering, or similar customer-facing technical teams
Solid technical background in B2B SaaS - comfortable with implementation, integrations, platform operations, and complex troubleshooting
Have built or scaled operational frameworks for technical teams, especially in defining function scope, service boundaries, and cross-team workflows
Can balance leadership responsibilities with hands-on IC work - comfortable being both strategist and practitioner
Excel at

Responsibilities

Lead, coach, and develop a team of 4-5 Technical Account Managers - setting clear expectations, running regular 1:1s, and creating development plans that prepare them for increasing enterprise complexity
Define the operational infrastructure: playbooks, escalation workflows, coverage models, handoff processes with Customer Success, and enablement materials that allow the team to scale effectively
Own a portfolio of complex, strategic accounts - serving as their technical advisor for ongoing optimisation and critical issues
Act as the ultimate escalation point for the team's most challenging technical problems, partnering directly with Product, Engineering, and Operations to resolve critical customer issues
Be the primary conduit between customers and product development - synthesise technical feedback, identify patterns across accounts, and advocate for features and fixes that matter most to enterprise customers
Establish key performance metrics (SLAs, CSAT, NPS, escalation trends) and use them to drive continuous improvement across the function
Lead post-mortems and root cause analyses, turning individual customer issues into systemic product and process improvements
Collaborate with Customer Success, Support, Product, and Engineering leadership to clarify boundaries, streamline processes, and strengthen feedback loops
Represent the customer voice in product planning and strategic conversations - your insights should directly influence what gets built and when
Model what great TAM work looks like through your own customer engagements

Skills

Technical Account Management

Team Leadership

Customer Success

Enterprise Sales

Product Roadmap Influence

1:1 Coaching

Development Planning

Ben

SaaS platform for managing employee benefits

About Ben

Ben offers a platform that simplifies employee benefits management for businesses. It allows HR departments and employees to access various benefits, such as health and dental, through the Ben Card, which provides preferred rates. The platform operates on a subscription-based SaaS model and stands out by automating benefits administration and providing a user-friendly self-serve interface for employees. Ben's goal is to enhance the benefits experience for both employers and employees while offering cost savings through its broker network.

London, United KingdomHeadquarters

2019Year Founded

$18.9MTotal Funding

SERIES_ACompany Stage

Consulting, Enterprise SoftwareIndustries

201-500Employees