Technical Account Manager

Job Description

Our Mission

We're not your average benefits platform; we're the unordinary force that uplifts people's lives. Our technology is the link that connects the entire benefits ecosystem, creating better outcomes for employers, employees, brokers, and providers.

Our mission is clear: we're here to create a world where everything operates at its very best, ensuring that every employee receives the support they need to live life to the fullest, both at work and beyond.

Your Mission

This role requires a combination of technical expertise, customer relationship management, and collaboration to deliver exceptional support to our most important customers. You’ll work on a variety of technical problems and queries for our largest and most strategic customers, taking full ownership over queries and will receive broad exposure across the business, and a lot of responsibility.

Key areas of the role:

• End-to-end Technical support

• Root cause analysis

• Product Expert

• Resolution delivery
  

Things you'll be working on

• Build great cross-functional relationships with product, engineering and success teams to ensure any issues are escalated and resolved in line with our resolution time SLAs.

• Provide world-class support by taking ownership of customer issues end-to-end from initial contact to resolution, including troubleshooting, root cause analysis and ensuring that the resolution is clear to the customer.

• Be the voice of the customer; acting as an internal escalation point, handling complex queries and managing external stakeholders.

• Support our customers, by joining and hosting meetings with key stakeholders, providing them with any data, feedback and relevant context, while assisting them with managing any technical queries.

• Identify improvements to customer configuration and setup, ensure our customers' products are running smoothly, and make recommended improvements and changes as required to maintain customer satisfaction.

• Look after our most complex and strategic accounts, solving their technical queries and ensuring we are hitting our key KPIs; Resolution time, CSAT and Quality of response.

• Handle, analyse and manipulate our customers’ data expertly and according to our confidentiality and security policies, sharing data with our partners, and ensuring all our customers are set up with the correct products and services that are offered to them on Ben.

Behind the scenes

Ben is built on Python 3, Django, React, PostgreSQL and recently some Golang.

We run on AWS and follow engineering best practices, with a pragmatic approach.

Our backend services run on ECS (Fargate), databases on RDS (PostgreSQL).
We use Terraform to manage our AWS resources and other 3rd-party tooling such as Auth0. The platform team maintains a library of supporting python tools which are deployed using Lambda.

We use Datadog and Sentry for monitoring infrastructure and services.

You’ll love this role if you are/have:

• Strong technical knowledge, problem-solving, and troubleshooting skills. Specifically: well-founded understanding of SaaS software technology including databases, strong foundational knowledge and a track record in analysing and manipulating data.

• Experience working with, and an understanding of Integrations and APIs.

• Excellent customer service skills and confidence in front of clients.

• The devil is in the detail - excellent attention to detail is a must

• Proof and experience in a technical role ideally in a scaling environment.

• Excellent verbal and written communication skills, well-formulated and structured approach when interacting with external parties.

• Tech Savvy - great knowledge of software tools, experienced in using Google Suite, sheets, Excel and exposure to BI tools/SQL.

• Ability to work in a dynamic and fast-paced environment

• Good understanding of information security and how to apply it to sensitive customer data (GDPR).

and you...

• are a self-starter who thrives on autonomy, enjoys a rapid pace and wants to make a difference

• have a continuous improvement mindset. You appreciate that there are always ways to do things better and ensure your team does too

• have a preference for action-oriented behaviour with just enough analysis, as compared to too much time spent doing analysis with no action

• have the ability to make decisions balancing different factors such as business requirements, technical integrity, overall priorities etc.

• appreciate the opportunities and challenges of a distributed work environment

• are solution-focused with a pragmatic approach to problem-solving

Our compensation & BENefits

It’s 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.

We’ve built an offering that provides a selection of benefits across 5 key pillars: health & wellbeing, family, lifestyle, finance and social.

This means you have a choice over the things that are most important to you. You can see a selection below, along with the full offering here.

💰 Competitive base salary + equity, so you own what you build

💳 £100 monthly personal Ben Balance: for whatever works for you, whether that's Netflix, Spotify, or a really expensive cup of coffee! This allowance will increase by £50 for each year of service until you reach £250

🔋 £500 annual Learning & Development allowance: plus 3 days paid study leave a year to support you with your professional development

👩🏽‍💻 £500 work from home set up allowance, which you can put towards kitting out your home office

🍔 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, which you have the option of swapping for days of celebration that are significant to you) ...and an option to buy or sell 5 days per year. Also, your holiday entitlement will increase to 30 days at your 3rd year of service!

🌴 Generous work-from-anywhere scheme, allowing you to work from abroad for up to 3 weeks, twice a year

🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting

🧠 Comprehensive and tailored mental health support through a leading provider

💪 Access to a choice of fitness memberships

❤️ Comprehensive Private Medical Insurance

💌 Funded Life Assurance cover with the option to voluntarily increase

🍿 Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events

Diversity and Culture at Ben

We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know by emailing jobs@thanksben.com.