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About the Role

As a Senior Technical Account Manager, you will serve as the primary technical liaison between strategic customers and internal teams, addressing complex configuration, integration, and reporting challenges. You will also influence the product roadmap by translating customer needs into actionable insights and mentor other team members to establish best practices.

Responsibilities

Own the technical relationship for a book of strategic accounts, serving as the escalation point for complex challenges.
Manage the most technically challenging accounts, including those with complex configuration, scale, or integration requirements.
Lead cross-employer initiatives to ensure seamless platform delivery and proactive issue prevention.
Guide admins through complex setups, integrations, and configuration changes, conducting technical onboarding and training.
Act as a key product advocate, collaborating with Product and Engineering to translate customer pain points into product improvements.
Develop scalable technical resources such as playbooks, troubleshooting guides, and documentation.
Coach and support Associate TAMs on technical troubleshooting and complex problem-solving.
Contribute to establishing best practices and standards for technical account management.

Requirements

Strong experience in customer-facing technical roles (TAM, Implementation, Operations, or Technical CSM) within a B2B SaaS environment.
Strong technical skills, including debugging integrations, analyzing logs, and troubleshooting complex software configurations.
Proven experience managing enterprise customer relationships, including handling complex books of business and escalating technical issues.
Extensive experience collaborating with engineering, product, and customer success teams to drive issue resolution and product improvements.
Experience coaching team members and creating scalable technical documentation or playbooks.
Strong analytical and problem-solving skills with the ability to identify patterns and address root causes.
Hands-on experience and ability to contribute meaningfully from day one.

Skills

Technical account management
Customer relationship management
Technical troubleshooting
Integration debugging
Log analysis
Software configuration
Cross-functional collaboration
Product advocacy
Mentoring
Documentation creation
Problem-solving
Analytical skills

Location

Remote

Work Type

Full-time

Experience Level

Senior

Salary/Compensations

Competitive base salary + equity

Benefits

Competitive base salary + equity
£100 monthly personal Ben Balance (increasing annually)
Weekly lunch provided in office
28 days of holidays + bank holidays (increasing to 30 days after 3 years)
Option to buy or sell 5 days of holiday per year
Work-from-abroad scheme
Enhanced parental leave
Workplace nursery scheme
Comprehensive Private Medical Insurance
Funded Life Assurance cover with option to voluntarily increase
Annual health check
Comprehensive and tailored mental health support and professional coaching

About the Company

Our technology connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.
Our mission is to build a world where everything works at its best, ensuring every employee gets the support they need to thrive.
We are organically growing a brilliantly diverse, inclusive and respectful bunch of people.

Equal Opportunity

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.