Technical Account Manager

As a Technical Account Manager at Happl, you'll be the person customers trust to turn their ambitions into reality. You'll own the technical implementation of Happl across a portfolio of accounts, designing the architecture, building the integrations, and making sure every deployment is intelligent, scalable, and set up to grow. This role sits at the intersection of customer success, product, and engineering. You'll work directly with HR, Finance, and key stakeholders to understand what they actually need, then translate those requirements into solutions that genuinely change how their teams experience benefits.

What you'll be doing:

• Leading end-to-end customer implementations, from discovery and scoping through to go-live and long-term optimisation, taking full ownership of the technical relationship throughout.
• Designing AI-powered solutions tailored to each customer's benefits structure, HRIS landscape, and people strategy - turning complex requirements into clean, scalable deployments.
• Running structured technical discovery sessions and solution workshops, mapping customer needs to Happl's capabilities before a single line of configuration is written.
• Owning integrations with HRIS, payroll, and third-party platforms (including REST APIs and webhooks), ensuring seamless, reliable data flows across every customer's tech stack.
• Building and automating implementation workflows using AI tools, reducing manual effort and raising the consistency and quality of every deployment.
• Acting as the technical escalation point during and after go-live, diagnosing root causes quickly and partnering with Engineering to drive permanent fixes.
• Translating what you learn across implementations into reusable assets - architecture blueprints, playbooks, and internal tooling - that make every future deployment faster and smarter.
• Partnering with Customer Success to ensure adoption is strong post-launch, identifying configuration gaps and opportunities that drive retention and expansion.
• Feeding implementation insights back to Product and Engineering with clarity and evidence, directly influencing the roadmap.
• Analysing configuration and usage data across your account portfolio to spot patterns, flag risks early, and surface opportunities to improve customer outcomes.
• Championing AI-first ways of working - actively exploring tools like Claude and ChatGPT to accelerate delivery, automate repetitive tasks, and bring smarter thinking to every customer engagement.
• Staying genuinely curious about HR tech, benefits trends, and the evolving AI landscape, bringing ideas that keep Happl and its customers ahead of the curve.

What we're looking for:

• 3+ years in a Technical Account Manager, Implementation Engineer, or Technical Account Manager role within a B2B SaaS environment.
• A track record of owning complex, multi-stakeholder implementations end-to-end - with the technical depth to design robust solutions and the communication skills to bring customers along with you.
• Hands-on experience with APIs, webhooks, and data integrations; comfortable diagnosing issues, building elegant solutions, and documenting them clearly for customers and internal teams.
• Truly AI-native: you use tools like Claude, ChatGPT, and modern no-code platforms in your day-to-day work, and you're excited about what they unlock in implementation and customer delivery.
• Strong analytical and problem-solving instincts - able to take ambiguous requirements and turn them into clear, well-structured technical plans.
• An excellent communicator who adapts naturally - as confident presenting a solution architecture to a CTO as troubleshooting a configuration issue with an HR admin.
• Highly organised and self-directed, capable of managing multiple concurrent implementations without compromising on quality or customer experience.
• Excited by the prospect of helping build a function from the ground up - you're energised by defining how things should work, not just following an established path.
• Genuine curiosity about HR technology, employee benefits, and the role AI is playing in reshaping how companies support their people.

If you don't meet every requirement but feel this role fits your trajectory, we'd still love to hear from you.

What to expect:

Happl is growing fast, and the pace reflects that. You'll be working on things that don't have established answers yet, building processes that don't exist, making decisions with incomplete information, and iterating quickly when things change. That's not a caveat; it's the nature of building something totally new. Some weeks will be brilliant. Some will be genuinely hard. Customer needs will evolve, priorities will shift, and you'll occasionally be asked to figure out something nobody at Happl has had to figure out before. You'll need to be resilient, resourceful, and direct, with customers, with the team, and with yourself when something isn't working.

What you'll get in return is real. The access, influence, and ownership available here wouldn't exist in a larger company. Your work will be visible, your ideas will land, and the people around you will be talented, motivated, and invested in doing something that matters. If you're energised by the challenge of building (not just operating) you'll find a lot to love about working here.

Why join Happl:

• Be part of building something that really matters - the future of how companies support their people.
• Competitive salary that reflects the impact you'll have.
• Real equity - a meaningful stake in what we're building together.
• Hybrid working from day one, with the trust and flexibility to do your best work.
• Your own Happl account - use the platform you're helping to build and shape.
• Private Health Insurance, because we care about how you're doing.
• Dental insurance.
• A personal Wellbeing budget to spend however wellbeing works for you - no questions asked.
• A dedicated L&D budget to grow in the direction that excites you.
• Pension from day one - we're invested in your future, not just the short term.

Location: London, Holborn

Team: Product

Working arrangement: Hybrid (3+ Days in Office)