Technical Account Manager building relationships with world - class customers at Adobe. Ensuring customer satisfaction and optimizing product performance within Adobe Experience Cloud solutions.
About the role
- Lead Technical Account Manager at Ben, enhancing customer outcomes through enterprise technical account management. Driving team performance and bridging client needs with product development in B2B SaaS.
Responsibilities
- Lead, coach, and develop a team of 4-5 Technical Account Managers - setting clear expectations, running regular 1:1s, and creating development plans that prepare them for increasing enterprise complexity.
- Define the operational infrastructure: playbooks, escalation workflows, coverage models, handoff processes with Customer Success, and enablement materials that allow the team to scale effectively.
- Own a portfolio of complex, strategic accounts - serving as their technical advisor for ongoing optimisation and critical issues.
- Act as the ultimate escalation point for the team's most challenging technical problems, partnering directly with Product, Engineering, and Operations to resolve critical customer issues.
- Be the primary conduit between customers and product development - synthesise technical feedback, identify patterns across accounts, and advocate for features and fixes that matter most to enterprise customers.
- Establish key performance metrics (SLAs, CSAT, NPS, escalation trends) and use them to drive continuous improvement across the function.
- Lead post-mortems and root cause analyses, turning individual customer issues into systemic product and process improvements.
- Collaborate with Customer Success, Support, Product, and Engineering leadership to clarify boundaries, streamline processes, and strengthen feedback loops.
- Represent the customer voice in product planning and strategic conversations - your insights should directly influence what gets built and when.
- Model what great TAM work looks like through your own customer engagements.
Requirements
- Have strong experience managing technical account management, customer success engineering, support engineering, or similar customer-facing technical teams.
- Possess a solid technical background in B2B SaaS - comfortable with implementation, integrations, platform operations, and complex troubleshooting.
- Have built or scaled operational frameworks for technical teams, especially in defining function scope, service boundaries, and cross-team workflows.
- Can balance leadership responsibilities with hands-on IC work - comfortable being both strategist and practitioner.
- Excel at cross-functional collaboration and stakeholder management - able to influence product and engineering teams with customer evidence and clear prioritisation.
- Are data-driven with experience managing operational metrics and using them to drive team performance.
- Thrive in ambiguity and genuinely enjoy building structure and clarity where none exists.
Benefits
- 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
- 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
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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