Technical Account Manager

Our Mission We’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 Mission As a Technical Account Manager at Ben, you'll own the technical relationship with a book of enterprise customers and be their voice in everything we build. Your customers are HR and benefits leaders running benefits for thousands to tens of thousands of people across multiple companies. They depend on Ben for managing their benefits, wallets and allowances and payroll reporting, and they depend on you to know their setup inside out. You'll understand their accounts well enough to see trouble coming and to get to the root cause when something breaks. You’ll also be the voice of the customer here. You’ll work closely with Product and Engineering, bringing them what your customers need and why it matters, and helping decide what we build next. What you'll be doing... • Own the technical relationship: be the go-to technical contact for your enterprise customers, helping them with all platform-related issues • Get to the root cause: dig into API errors, SSO and authentication issues, integrations and payroll data to work out what's happening, then resolve it or give Engineering a case they can reproduce • Guide customers through change: lead admins through new setups, integrations and configuration changes, and run training sessions for their teams • Stay ahead of your accounts: know your customers' key moments, from enrolment windows to renewals and payroll runs, and proactively raise risks and get ahead of things before they land • Be the voice of the customer: take the patterns you see across your accounts to Product and Engineering, back them with the tickets and conversations behind them, and follow them through to what gets built You will thrive in this role if you have… • Customer-facing experience (essential): you've worked directly with customers in a TAM, Implementation, Technical Support, Operations or Technical CSM roles, ideally within B2B SaaS start-up/scale-up environments • Owned enterprise accounts: you've managed enterprise customer relationships yourself, juggled several accounts at once, and know when to handle something and when to escalate it • Hands-on technical troubleshooting: you've debugged API integrations, worked through SSO and authentication issues, and read logs to find the cause of a problem yourself • Worked closely with Product and Engineering: you've taken a customer problem to an engineering team, made the case for it, and seen it through • AI in your day-to-day work: you already use AI tools to do your job faster or better, and you can show us something you've built or changed with them. Experience with Devin or Claude specifically isn't needed Nice-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 with/testing/troubleshooting APIs (nice to have) Why join us? You'll own the relationships with a book of well-known enterprise customers and help them run the benefits their people rely on, from health cover to allowances. Benefits are hugely important to the employees of customers we serve, so getting them right matters to thousands of people at every company you look after, and you'll have the responsibility to make sure things run smoothly. It's still early for us. We're scaling fast and TAM is a fairly new function, so how we run accounts, wh