Manager, Technical Account Management
B
BenepassFintech SaaS
U.S RemoteFull-TimeManager
SalaryBase pay of $130,000 to $155,000 + equity
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Job Details
- Experience
- 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
- Required Skills
- Artificial IntelligencePeople ManagementRESTful APIsProcess improvementCustomer SuccessSaaS
Requirements
- 5+ years of experience in Technical Account Management, Customer Success, Solutions Engineering, Product Operations, Technical Support, or Operations.
- 3+ years of people management experience leading high-performing teams.
- Demonstrated success in coaching employees through performance management and career development.
- Experience managing complex customer escalations and cross-functional initiatives.
- Strong operational mindset with a passion for process improvement and team scaling.
- Comfort with technical concepts such as APIs, integrations, troubleshooting, and SaaS platforms.
- Strong communication and stakeholder management skills.
- Preferred: Experience building or scaling a Technical Account Management or Customer Operations function.
- Preferred: Experience in a high-growth SaaS environment.
- Preferred: Familiarity with AI tools and their application in improving customer operations.
Responsibilities
- Lead, coach, and develop a team of Technical Account Managers through 1:1s, career development, and performance management.
- Partner with the Director of Customer Operations to evolve and scale the function to meet business needs.
- Develop processes and playbooks to ensure operational excellence, efficiency, and consistent high-quality customer experiences.
- Serve as a senior escalation point for complex technical customer issues, driving resolution across cross-functional teams.
- Encourage the use of AI tools to automate repetitive work, improve investigations, and reduce manual effort.
- Monitor team capacity, workload, and operational health to ensure sustainable execution.
- Advocate for customer needs while collaborating closely with Product, Engineering, and Customer Success teams.
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