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.

