Senior Technical Account Manager

Senior Technical Account Manager LocationLondonEmployment TypeFull timeLocation TypeHybridDepartmentCustomerOur MissionWe’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 MissionAs 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.What you’ll be doing...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: 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 customer-facing technical roles: TAM, Implementation, Operations, or Technical CSM roles, within a B2B SaaS environmentStrong technical skills: including debugging integrations, diving into logs and troubleshooting complex software configurationsProven experience managing enterprise customer relationships: you have managed a complex book of business, and escalated technical issues in a fast-paced environmentExtensive experience collaborating with engineering, product, and customer success teams: focusing on driving issue resolution and product improvementsExperience coaching team members: help us develop the team, alongside creating technical documentation or playbooks that scale team effectivenessStrong analytical and problem-solving skills: with the ability to identify patterns across issues and address root causesNice-to-haves, but not deal-breakers:Experience with benefits platforms, HR tech, payroll systems, or employee benefits administration (nice to have)SQL experience and experience working...