Manager, Technical Account Management

About this role

ABOUT US

At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce.

Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self.

OUR MISSION

Helping companies reimagine how companies take care of their people.

OUR INVESTORS

We are backed by leading investors, including Centana Growth Partners, Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised approximately $75 million in equity capital.

ARTICLES

- Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti

- Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs

CANDIDATE RESOURCES

- Benepass | Candidate Resource Page https://docs.google.com/document/d/1_OTFvktl-2SoxPn_tkZzyHECSKM0V14hVZOy1ZdZ8zE/edit?usp=sharing

- Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q

ABOUT THE ROLE

We're looking for a Manager, Technical Account Management to lead, coach, and develop a growing team of Technical Account Managers while helping scale the function for the future. Reporting to the Director of Customer Operations, this role combines people leadership, operational excellence, and technical problem-solving.

You'll partner closely with the Director of Customer Operations to enhance how the team operates, identify opportunities to streamline workflows, and help shape the team's evolution as the business grows. Rather than simply managing day-to-day work, you'll stay close to the details, understanding how work gets done, where processes break down, and where specialization, automation, or cross-functional ownership can improve both the customer and employee experience.

Our Technical Account Management team sits at the intersection of Customer Success, Implementation, Product, Engineering, and Operations. TAMs support a wide variety of technical customer workflows, including implementations, technical troubleshooting, AI-powered operational processes, and product feedback. Many teammates have transitioned from operations-focused roles into increasingly technical positions, leveraging AI to automate work, investigate issues, and deliver exceptional customer outcomes.

We're looking for a thoughtful leader who enjoys coaching people, improving systems, and helping build a scalable, high-performing technical organization.

WHAT YOU'LL DO

LEAD AND DEVELOP THE TEAM

- 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.

SCALE THE FUNCTION

- 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.

DRIVE OPERATIONAL EXCELLENCE

- 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.

TECHNICAL LEADERSHIP AND CUSTOMER ESCALATIONS

- 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.

AI AND CONTINUOUS IMPROVEMENT

- 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

Similar jobs

• Manager, Technical Account Management — Clickup · Remote
• Manager, Technical Account Management — Samsara · Remote
• Manager, Technical Accounts — Dialpad · Denver, US
• Manager I, Technical Account Management — Datadog · Denver, Colorado, USA; San Francisco, California, USA
• Manager, Software Technical Account Managers — Axon · Seattle, Washington, United States
• Manager, Software Technical Account Managers — Axon · scottsdale
• Manager, Software Technical Account Managers — Axon · Boston, Massachusetts, United States
• Manager, Software Technical Account Managers — Axon · Atlanta, Georgia, United States