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Associate Technical Account Manager

benLondon
Hybrid Full-time

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Experience Level

Experience

Qualifications

Qualifications:Strong analytical skills and problem-solving abilities. Excellent communication and interpersonal skills to build effective relationships with clients. Experience in a technical support or customer success role is a plus. Ability to work independently as well as collaboratively in a team environment. Familiarity with benefits platforms or HR technology is advantageous.

About the job

Associate Technical Account Manager

(London-based: 3 days in office)

Our Mission

At Ben, we are more than just a benefits platform; we are a catalyst for positive change in people's lives. Our innovative technology integrates the entire benefits ecosystem, driving improved outcomes for employers, employees, brokers, and providers alike.

Our mission is straightforward: to create a world where everything operates at peak efficiency, ensuring every employee receives the support essential for their success—both professionally and personally.

Your Role

As an Associate Technical Account Manager at Ben, you will be the go-to person for our customers when it comes to technical matters. You'll manage a portfolio of accounts, collaborating closely with Customer Success Managers (CSMs) to guarantee that clients derive genuine value from our platform. You'll step in to rectify issues, provide clarity, and propose enhancements.

This position sits at the crossroads of customer relations and technical problem-solving. You will handle escalations, conduct enablement sessions, investigate recurring challenges, and empower our customers' administrative teams to use Ben with confidence. When issues arise, you'll diagnose the problem and ensure it doesn't reoccur.

As we expand our Technical Account Management function at Ben, you will join at a pivotal time, helping to shape our approach to supporting our largest clients while advancing your skills in a setting that encourages ownership from day one.

Your Responsibilities

  • Account Management: You will oversee a portfolio of customers, manage Level 2 technical escalations, and work with CSMs to maintain account health. You'll keep a close watch on customer satisfaction, identify potential issues early, and proactively address them.

  • Benefit Renewal Coordination: You will manage the end-to-end process of benefit renewals for your accounts, ensuring that no detail is overlooked during this critical phase of the customer journey.

  • Technical Onboarding and Enablement: You will lead the technical onboarding process for new clients, conducting product demonstrations and workshops to facilitate smooth navigation of our platform for admin users.

  • Technical Issue Investigation and Resolution: You will thoroughly investigate technical challenges, collaborating with Support, Engineering, and Product teams to identify root causes. When issues exceed your scope, you'll escalate them effectively.

About ben

Ben is a pioneering benefits platform that redefines how organizations support their employees. By connecting various aspects of the benefits ecosystem, we aim to enhance the overall employee experience and drive better outcomes for all stakeholders involved.

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