Associate Technical Account Manager
Ben
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Benefits offered by this job
Job summary
Qualifications
- Experience directly working with customers on complex platform issues.
- Comfortable investigating and resolving technical problems.
- Ability to communicate technical concepts to non-technical users.
- Strong organisational abilities to manage multiple accounts.
Responsibilities
- Manage technical escalations and monitor customer health.
- Coordinate benefit renewals for a book of customers.
- Run technical onboarding and enablement sessions for new customers.
- Investigate issues with Support, Engineering and Product.
- Create scalable knowledge and documentation to reduce repeats.
- Contribute to playbooks and cross-employer initiatives.
Skills
Job description
(London-based: 3 days in office)
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.
As an Associate Technical Account Manager at Ben, you'll be the person our customers rely on when things get technical. You'll own a book of accounts, working alongside our CSMs to make sure customers are getting real value from the platform - and stepping in when things need fixing, explaining, or improving.
This role sits right at the intersection of customer relationships and technical problem-solving. You'll handle escalations, run enablement sessions, dig into recurring issues, and help our customers' admin teams feel genuinely confident using Ben.
We're building out our TAM function as Ben scales into enterprise. That means you're joining early, helping shape how we support our biggest customers, and growing your skills in an environment where there's real ownership from day one.
Owning your accounts technically: you will be managing a book of customers, handling L2 technical escalations, and working with CSMs to keep accounts healthy. You'll monitor customer health, spot early warning signs of issues, and act on them before they become problems.
Running benefit renewal for your book of customers: coordinating the process end-to-end and making sure nothing falls through the cracks during one of the most important moments in the customer lifecycle.
Leading enablement and onboarding: you will be running technical onboarding for new customers, carrying out product walkthroughs, and workshops, helping our admin users navigate the platform with ease.
Investigating and resolving technical issues: you will be digging into problems in depth, partnering with Support, Engineering, and Product teams to get to the root cause. When something's beyond your scope, escalating clearly and effectively to the right people.
Reducing repeat queries through proactive education: if the same questions keep coming up, that's a signal. You'll spot patterns, feed them back into the team, and build out documentation and resources that solve the problem at scale.
Contributing to how we work: you will help improve internal playbooks, onboarding frameworks, and knowledge bases. You'll keep customer-facing documentation clear, accurate.
Supporting cross-employer initiatives: you will be working on projects that improve platform delivery across your accounts, whether that's data clean-ups, integration improvements, or product enablement campaigns.
Experience in a customer-facing technical role: whether that's technical support, technical account management, solutions engineering, implementation, or something adjacent. You've spent time working directly with customers on complex platform or software issues.
Strong troubleshooting instincts: you're comfortable investigating technical problems, asking the right questions, and working across teams to get things resolved.
Clear, confident communication: you can explain technical concepts to non-technical people without being patronising, and you can write documentation that people actually read.
Strong organisational skills: you'll be managing multiple accounts and priorities simultaneously, and things move fast here.
Curiosity about the product and the customer's world: you want to understand how benefits work, want to deep dive into technical configuration issues, and work hard to help make admin users' lives easier.
Nice to have:
Experience in benefits, HR tech, payroll, or a related space: very useful context, but we can teach domain knowledge to the right person.
Familiarity with SaaS platforms, integrations, or APIs: you don't need to write code, but understanding how systems talk to each other is incredibly important in this role.
Experience running customer training or enablement sessions: webinars, workshops, onboarding calls. You're comfortable presenting and teaching.
Experience working in a scaling startup environment: our processes are still being built as we grow!
It's important to us to practise what we preach when it comes to our benefits. We know what good looks like and we want to provide the best for our team, with a comprehensive and inclusive benefits package. This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here.
💰 Competitive base salary + equity, so you own what you build
💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250
🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
🏖 28 days of holidays a year plus bank holidays, and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!
🌴 Work-from-abroad scheme, so you can support your travels, enjoy an extended holiday, or visit loved ones
🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
❤️ Comprehensive Private Medical Insurance
💌 Funded Life Assurance cover with the option to voluntarily increase - this also includes an annual health check
🧠 Comprehensive and tailored mental health support and professional coaching through a leading provider
We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com.
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