At a Glance
- Tasks: Manage customer accounts, troubleshoot technical issues, and lead onboarding sessions.
- Company: Join a dynamic benefits platform that uplifts lives and fosters inclusivity.
- Benefits: Competitive salary, equity, flexible work options, and comprehensive health support.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Shape the future of customer support in a growing tech environment.
- Qualifications: Experience in customer-facing technical roles and strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Our Mission
We are not your average benefits platform – we are 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.
Your Mission
As an Associate Technical Account Manager at Ben, you will be the person our customers rely on when things get technical. You will own a book of accounts, working alongside our CSMs to ensure 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 will handle escalations, run enablement sessions, dig into recurring issues, and help our customers' admin teams feel genuinely confident using Ben. We are building out our TAM function as Ben scales into enterprise. That means you are joining early, helping shape how we support our biggest customers, and growing your skills in an environment where there is real ownership from day one.
What you will be working on:
- Owning your accounts technically: managing a book of customers, handling L2 technical escalations, and working with CSMs to keep accounts healthy. Monitoring customer health, spotting early warning signs of issues, and acting on them before they become problems.
- Running benefit renewal for your book of customers: coordinating the process end-to-end and ensuring nothing falls through the cracks during one of the most important moments in the customer lifecycle.
- Leading enablement and onboarding: 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: digging into problems in depth, partnering with Support, Engineering, and Product teams to get to the root cause. When something is beyond your scope, escalating clearly and effectively to the right people.
- Reducing repeat queries through proactive education: spotting patterns, feeding them back into the team, and building out documentation and resources that solve the problem at scale.
- Contributing to how we work: helping improve internal playbooks, onboarding frameworks, and knowledge bases. Keeping customer-facing documentation clear and accurate.
- Supporting cross-employer initiatives: working on projects that improve platform delivery across your accounts, whether that is data clean-ups, integration improvements, or product enablement campaigns.
You will love this role if you have:
- Experience in a customer-facing technical role: whether that is technical support, technical account management, solutions engineering, implementation, or something adjacent. You have spent time working directly with customers on complex platform or software issues.
- Strong troubleshooting instincts: comfortable investigating technical problems, asking the right questions, and working across teams to get things resolved.
- Clear, confident communication: able to explain technical concepts to non-technical people without being patronising, and writing documentation that people actually read.
- Strong organisational skills: managing multiple accounts and priorities simultaneously in a fast-paced environment.
- Curiosity about the product and the customer's world: wanting to understand how benefits work, deep diving into technical configuration issues, and working 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: understanding how systems talk to each other is incredibly important in this role.
- Experience running customer training or enablement sessions: webinars, workshops, onboarding calls. Comfortable presenting and teaching.
- Experience working in a scaling startup environment: our processes are still being built as we grow!
Our Compensation & Benefits
It is 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.
- Competitive base salary + equity, so you own what you build
- £100 monthly personal Ben Balance: for whatever works for you, whether that is 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. 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
Diversity and Culture at Ben
We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. All applications are very much welcome. If you need any adjustments to support you with your application, just let us know.
Associate Technical Account Manager in London employer: Ben
At Ben, we pride ourselves on being more than just a benefits platform; we are a community that values innovation and inclusivity. As an Associate Technical Account Manager in London, you will enjoy a vibrant work culture that fosters personal growth and offers competitive benefits, including a generous holiday allowance and a unique work-from-abroad scheme. Join us to make a meaningful impact while developing your skills in a supportive environment that encourages ownership and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Technical Account Manager in London
✨Tip Number 1
Get to know the company inside out! Research Ben's mission, values, and the benefits platform. This will help you connect your skills to what they do and show you're genuinely interested.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Associate Technical Account Manager role.
✨Tip Number 3
Prepare for the interview by practising common technical questions and scenarios. Think about how you'd handle customer escalations or technical issues, and be ready to share examples from your past.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team at Ben.
We think you need these skills to ace Associate Technical Account Manager in London
Some tips for your application 🫡
Show Your Technical Side:When you're writing your application, make sure to highlight any technical experience you have. We want to see how you've tackled complex issues in the past and how you can bring that problem-solving mindset to our team.
Communicate Clearly:Remember, you'll be explaining technical concepts to non-technical folks. Use your application to demonstrate your ability to communicate clearly and confidently. Avoid jargon where possible and keep it relatable!
Tailor Your Application:Take a moment to tailor your application to the role. Mention specific experiences that align with the responsibilities of an Associate Technical Account Manager. This shows us you’re genuinely interested and understand what we’re looking for.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Ben
✨Know Your Tech Inside Out
As an Associate Technical Account Manager, you'll need to be comfortable with technical concepts. Brush up on the platform's features and functionalities, and be ready to explain them clearly. This will show your potential employer that you can communicate effectively with both technical and non-technical users.
✨Demonstrate Problem-Solving Skills
Prepare for the interview by thinking of examples where you've successfully resolved technical issues in the past. Be ready to discuss your troubleshooting process and how you collaborated with other teams to find solutions. This will highlight your ability to handle escalations and improve customer satisfaction.
✨Showcase Your Customer-Facing Experience
Since this role is all about managing customer relationships, come prepared with stories that showcase your experience in a customer-facing technical role. Talk about how you've built rapport with clients and helped them navigate complex issues, as this will demonstrate your fit for the position.
✨Ask Insightful Questions
At the end of the interview, don't forget to ask questions! Inquire about the company's approach to customer success, how they measure account health, or what challenges they face in scaling their TAM function. This shows your genuine interest in the role and helps you understand if it's the right fit for you.
