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.
About the role
- Take complete ownership of our customers' success, guiding them from post-contract signature to renewal; Collaborate closely with stakeholders to define and document critical goals, success criteria, and KPIs, and regularly measure and report progress toward these objectives
- Drive technical implementation, product configuration, and onboarding processes. Guide customers through setup, training, testing, and deployment, ensuring seamless integration into their existing security environment
- Become an expert on the Ambient.ai platform and relevant technologies, including networking, cloud infrastructure, and AI/ML.
- Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvements to our products and services
- Engage with business leaders to thoughtfully help them identify opportunities to expand our footprint and depth of engagement
- Partner with marketing to highlight opportunities for customer references and case studies
- Able to travel up to 30%
Requirements
- 7+ years of experience in a customer-facing role, such as Technical Account Management, Customer Success, Field Engineering, or Customer Engineering, ideally within enterprise SaaS or startup environments
- Basic understanding of L2 switching (VLANs, limitations of L2 vs. L3, physical vs. logical network isolation)
- Basic Linux networking skills (assigning IP/mask/gateway to NICs, configuring MLAG/failover redundancy)
- Strong program management skills and experience managing projects at large enterprise companies with multiple stakeholders and complexity
- Self-motivated, proactive team player with high integrity and desire to assist your colleagues and customers - you can be flexible as this company & role scales
- Strong interpersonal skills and experience in building strong internal and external relationships
- Strong analytical and problem-solving skills; displays trust and integrity under pressure when working through customer issues
- Excellent verbal and written communication & presentation skills
- Basic understanding or interest in learning about machine learning / artificial intelligence
- Bonus: Experience in management consulting and/or business process transformation
Benefits
- Comprehensive health + welfare package (Medical, Dental, Vision, Life, EAP, Legal Services, 401k plan)
- Flexible time off to rest and recharge, including Winter Break (time off between Christmas and New Year’s for most roles, depending on customer demand)
- Regular Full-time employees receive stock options for the opportunity to share ownership in the success of our company
- The latest tech and awesome swag will be delivered to your door
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Senior Technical Account Manager at Ben, a benefits platform enhancing employee support through technology. Manage strategic accounts and tackle complex technical challenges while driving product improvements.
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