SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Ben is a benefits platform that connects the entire benefits ecosystem—employers, employees, brokers, and providers—to create better outcomes. As a Senior Technical Account Manager, you'll be the strategic bridge between Ben's most important customers and internal teams, owning the technical relationship for a book of strategic accounts managing tens of thousands of employees.
You'll serve as the escalation point for complex technical challenges around benefits configuration, wallet and allowance issues, and payroll reporting. Your responsibilities include owning the most technically demanding accounts where configuration complexity, scale, or integration requirements demand senior-level expertise. You'll lead cross-employer initiatives to ensure seamless platform delivery and prevent issues before they arise.
Key responsibilities:
- Own the technical relationship for strategic accounts, serving as escalation point for complex benefits configuration, wallet/allowance, and payroll reporting challenges
- Guide admins through complex setups, integrations, and configuration changes via technical onboarding and training
- Work closely with Product and Engineering to translate customer pain points into actionable product improvements, identifying patterns to address root causes
- Create playbooks, troubleshooting guides, and documentation to help the team scale
- Coach and support Associate TAMs on technical troubleshooting and complex problem-solving
- Contribute to establishing best practices and standards for technical account management
This role combines hands-on technical problem-solving with strategic influence over product direction. You'll be both an operator (solving today's customer challenges) and an architect (building systems and processes for tomorrow's scale).
REQUIREMENTS:
- Strong experience in customer-facing technical roles (TAM, Implementation, Operations, or Technical CSM) within B2B SaaS
- Strong technical skills including debugging integrations, diving into logs, and troubleshooting complex software configurations
- Proven experience managing enterprise customer relationships and complex books of business in fast-paced environments
- Extensive experience collaborating with engineering, product, and customer success teams to drive issue resolution and product improvements
- Experience coaching team members and creating technical documentation or playbooks that scale team effectiveness
- Strong analytical and problem-solving skills with ability to identify patterns across issues and address root causes
NICE-TO-HAVES:
- Experience with benefits platforms, HR tech, payroll systems, or employee benefits administration
- SQL experience and experience working with/testing/troubleshooting APIs
