Manager, Technical Account Management

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Benepass

WebsiteLinkedInAll Job Openings

11 - 50 employees

👥 HR Tech

💸 Finance

🧘 Wellness

💰 $12M Series A on 2021-09

HR Tech • Finance • Wellness

Benepass is a flexible benefits platform designed for people-first companies, offering a range of personalized and adaptable employee benefits solutions. With a focus on meeting the diverse needs of today’s global workforce, Benepass allows companies to provide customized benefits packages that include health savings accounts, flexible spending accounts, wellness programs, professional development, and more. The platform emphasizes ease of use with features like card-first technology, automated enrollment, and real-time engagement metrics. Benepass supports companies in designing competitive benefits programs that enhance employee satisfaction and retention while staying aligned with corporate DEI and wellness values.

📋 Description

• Lead, coach, and develop a team of Technical Account Managers through regular 1:1s, feedback, career development, and performance management. • Foster a culture of curiosity, accountability, continuous learning, and technical growth. • Help teammates build confidence in technical problem-solving, AI-assisted workflows, and customer consulting. • Stay close to the team's work by understanding customer challenges, supporting complex situations, and removing obstacles that prevent the team from succeeding. • Recruit, onboard, and develop new team members as the organization grows. • Create an environment where teammates feel supported, challenged, and empowered to grow their careers. • Partner with the Director of Customer Operations to evolve the Technical Account Management function as the organization grows. • Identify opportunities for greater specialization, segmentation, or changes in team ownership based on customer needs, workload, and business priorities. • Use operational data, team feedback, and firsthand knowledge of day-to-day work to make thoughtful recommendations that improve scalability and team effectiveness. • Help implement organizational changes, new processes, and operating models as the team continues to mature. • Develop team processes and operating rhythms that enable consistent execution while creating capacity to support future growth. • Develop a deep understanding of the team's day-to-day workflows and identify opportunities to improve efficiency, quality, and consistency. • Regularly evaluate recurring work to determine whether it should remain within Technical Account Management, be automated, or be addressed through Product or Engineering improvements. • Build and refine processes that help the team scale while maintaining a high-quality customer experience. • Partner closely with Product, Engineering, Customer Success, and Operations to remove friction and improve cross-functional collaboration. • Monitor team capacity, workload, and operational health to ensure sustainable execution. • Serve as a senior escalation point for complex customer situations, partnering across teams to drive resolution. • Coach the team through technical investigations rather than simply providing answers, helping build long-term technical capability. • Ensure technical customer issues are documented, prioritized, and translated into actionable product or operational improvements. • Build repeatable playbooks and best practices for common technical scenarios. • Encourage thoughtful use of AI tools to improve investigation, documentation, and operational efficiency. • Identify opportunities to automate repetitive work and reduce manual effort across the team. • Champion continuous improvement by helping the team experiment with new tools, workflows, and ways of working. • Build strong partnerships with Product, Engineering, Customer Success, Support, and Operations. • Advocate for customer needs while balancing operational efficiency and product scalability. • Provide structured feedback that helps influence product improvements and operational investments. • Help define clear ownership boundaries between Technical Account Management and partner teams as responsibilities evolve.

🎯 Requirements

• 5+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, Product Operations, Technical Support, Operations, or a similar customer-facing technical role. • 3+ years of people management experience leading high-performing teams. • Demonstrated success coaching employees through performance management and career development. • Experience managing complex customer escalations and cross-functional initiatives. • Strong operational mindset with a passion for improving processes and scaling teams. • Comfortable working with technical concepts such as APIs, integrations, troubleshooting, SaaS platforms, or technical product workflows. Deep engineering experience is not required. • Strong communication and stakeholder management skills, with the ability to influence across multiple teams.

🏖️ Benefits

• 95% coverage of medical, dental, and vision • $250 WFH setup (one time) • $500/year Learning & Development Benefit • $150/month cell phone + internet • $100/month Wellness • $100/month Co-working and Commuter Benefit • Flexible PTO