Technical Account Manager managing AWS cloud services and IT infrastructure. Collaborating with customers to enhance technology decisions and ensuring service delivery standards.
About the role
- Support customers as a technical account manager at a growing benefits platform company, managing accounts, resolving technical issues, and ensuring a positive user experience.
Responsibilities
- Owning your accounts technically: you will be managing a book of customers, handling L2 technical escalations, and working with CSMs to keep accounts healthy. You'll monitor customer health, spot early warning signs of issues, and act on them before they become problems.
- Running benefit renewal for your book of customers: coordinating the process end-to-end and making sure nothing falls through the cracks during one of the most important moments in the customer lifecycle.
- Leading enablement and onboarding: you will be 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: you will be digging into problems in depth, partnering with Support, Engineering, and Product teams to get to the root cause. When something's beyond your scope, escalating clearly and effectively to the right people.
- Reducing repeat queries through proactive education: if the same questions keep coming up, that's a signal. You'll spot patterns, feed them back into the team, and build out documentation and resources that solve the problem at scale.
- Contributing to how we work: you will help improve internal playbooks, onboarding frameworks, and knowledge bases. You'll keep customer-facing documentation clear, accurate.
- Supporting cross-employer initiatives: you will be working on projects that improve platform delivery across your accounts, whether that's data clean-ups, integration improvements, or product enablement campaigns.
Requirements
- Experience in a customer-facing technical role: whether that's technical support, technical account management, solutions engineering, implementation, or something adjacent. You've spent time working directly with customers on complex platform or software issues.
- Strong troubleshooting instincts: you're comfortable investigating technical problems, asking the right questions, and working across teams to get things resolved.
- Clear, confident communication: you can explain technical concepts to non-technical people without being patronising, and you can write documentation that people actually read.
- Strong organisational skills: you'll be managing multiple accounts and priorities simultaneously, and things move fast here.
- Curiosity about the product and the customer's world: you want to understand how benefits work, want to deep dive into technical configuration issues, and work 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: you don't need to write code, but understanding how systems talk to each other is incredibly important in this role.
- Experience running customer training or enablement sessions: webinars, workshops, onboarding calls. You're comfortable presenting and teaching.
- Experience working in a scaling startup environment: our processes are still being built as we grow!
Benefits
- £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
- 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. Also, 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
Job title
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