[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

Key technologies and capabilities for this role

Technical Account ManagementTeam LeadershipCustomer SuccessEnterprise SalesProduct Roadmap Influence1:1 CoachingDevelopment Planning

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is fully remote.

What is the salary or compensation for this role?

This information is not specified in the job description.

What are the key responsibilities of the Lead Technical Account Manager?

The role involves leading and coaching a team of 4-5 Technical Account Managers, defining operational infrastructure like playbooks and workflows, owning a portfolio of strategic accounts, acting as escalation point, bridging customers with Product/Engineering, and establishing performance metrics.

What is the team size and structure for this role?

You will lead, coach, and develop a team of 4-5 Technical Account Managers, with hands-on involvement in strategic accounts while building the function.

What makes a strong candidate for this Lead Technical Account Manager position?

A strong candidate has experience professionalizing and scaling an early-stage TAM function for enterprise customers, with skills in team leadership, operational design, customer advocacy, and bridging technical issues to product teams.

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

Risks

Increased competition from HRtech startups could dilute Ben's market share.

Economic downturns may lead to reduced spending on employee benefits.

Data privacy concerns and regulations pose challenges for managing sensitive information.

Differentiation

Ben combines SaaS platform with per-employee Mastercards for personalized benefits.

The Ben Card offers access to hundreds of additional benefit options.

Ben's platform integrates with existing HR tools for seamless benefits management.

Upsides

Ben raised $16 million to enhance its software and payments technology.

Increased demand for flexible benefits platforms due to remote work trends.

Growing interest in financial wellness programs as part of employee benefits.

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