Technical Account Manager, Ben
+ Equity
3 days a week in office
We're not your average benefits platform; we're the unordinary force that uplifts people's lives.
Be an early applicant
We're not your average benefits platform; we're the unordinary force that uplifts people's lives.
101-200 employees
Be an early applicant
+ Equity
3 days a week in office
101-200 employees
Company mission
To create a world where everything operates at its very best, ensuring that every employee receives the support they need to live life to the fullest, both at work and beyond.
Role
Who you are
- Strong technical knowledge, problem-solving, and troubleshooting skills. Specifically: well-founded understanding of SaaS software technology including databases, strong foundational knowledge and a track record in analysing and manipulating data
- Experience working with, and an understanding of Integrations and APIs
- Excellent customer service skills and confidence in front of clients
- The devil is in the detail - excellent attention to detail is a must
- Proof and experience in a technical role ideally in a scaling environment
- Excellent verbal and written communication skills, well-formulated and structured approach when interacting with external parties
- Tech Savvy - great knowledge of software tools, experienced in using Google Suite, sheets, Excel and exposure to BI tools/SQL
- Ability to work in a dynamic and fast-paced environment
- Good understanding of information security and how to apply it to sensitive customer data (GDPR)
- Are a self-starter who thrives on autonomy, enjoys a rapid pace and wants to make a difference
- Have a continuous improvement mindset. You appreciate that there are always ways to do things better and ensure your team does too
- Have a preference for action-oriented behaviour with just enough analysis, as compared to too much time spent doing analysis with no action
- Have the ability to make decisions balancing different factors such as business requirements, technical integrity, overall priorities etc
- Appreciate the opportunities and challenges of a distributed work environment
- Are solution-focused with a pragmatic approach to problem-solving
What the job involves
- This role requires a combination of technical expertise, customer relationship management, and collaboration to deliver exceptional support to our most important customers
- You’ll work on a variety of technical problems and queries for our largest and most strategic customers, taking full ownership over queries and will receive broad exposure across the business, and a lot of responsibility
- Build great cross-functional relationships with product, engineering and success teams to ensure any issues are escalated and resolved in line with our resolution time SLAs
- Provide world-class support by taking ownership of customer issues end-to-end from initial contact to resolution, including troubleshooting, root cause analysis and ensuring that the resolution is clear to the customer
- Be the voice of the customer; acting as an internal escalation point, handling complex queries and managing external stakeholders
- Support our customers, by joining and hosting meetings with key stakeholders, providing them with any data, feedback and relevant context, while assisting them with managing any technical queries
- Identify improvements to customer configuration and setup, ensure our customers' products are running smoothly, and make recommended improvements and changes as required to maintain customer satisfaction
- Look after our most complex and strategic accounts, solving their technical queries and ensuring we are hitting our key KPIs; Resolution time, CSAT and Quality of response
- Handle, analyse and manipulate our customers’ data expertly and according to our confidentiality and security policies, sharing data with our partners, and ensuring all our customers are set up with the correct products and services that are offered to them on Ben
- Key areas of the role:
- End-to-end Technical support
- Root cause analysis
- Product Expert
- Resolution delivery
- Ben is built on Python 3, Django, React, PostgreSQL and recently some Golang
- We run on AWS and follow engineering best practices, with a pragmatic approach
- Our backend services run on ECS (Fargate), databases on RDS (PostgreSQL)
- We use Terraform to manage our AWS resources and other 3rd-party tooling such as Auth0. The platform team maintains a library of supporting python tools which are deployed using Lambda
- We use Datadog and Sentry for monitoring infrastructure and services
Application process
- Deadline to Apply: 24 September 2024 at 17:00 BST
Salary benchmarks
Our take
The way companies reward their employees today is often a one-size-fits-all model that hasn't evolved to meet the demands of the modern workforce.
Businesses wanting to attract top talent frequently look for ways to win over candidates with additional work perks like free lunches, healthcare and discounts. However, this benefits infrastructure is inflexible and so Ben wants to become this infrastructure.
By issuing prepaid payment cards to each team member, Ben allows employees to choose how they want to be rewarded. This unlocks benefits that people actually want while reducing the amount of admin. It is also working to become a Ben is looking to solve a problem the problem of benefit flexibility. Benefits aren't flexible, but why? We argue it's because the infrastructure itself isn't flexible and therefore, we have the ambitious goal which is to essentially become the financial infrastructure of employee benefits. Prepayments cards are part of the proposition to enable benefit flexibility, but they alone don't solve the problem. We therefore need to be more than a SaaS platform. We need to be a data company, a marketplace and so much more to make this happen!
It's this handing over of autonomy which differentiates them from others in the space. By putting the decision making in the hands of employees, it will allow companies to see how their workforce wants to be rewarded and extract meaningful insight through detailed spend analytics with zero hassle.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
38% female employees
106% employee growth in 12 months
Glassdoor (4.5)
Company
Employee endorsements
Open and honest communication
"At Ben we pride ourselves on being able to have open and honest dialogs with our colleagues and leaders. We have weekly 121 meetings with our line..."
Funding (2 rounds)
Aug 2022
$17.3m
SERIES A
Jan 2021
$2.3m
SEED
Total funding: $19.6m
Company benefits
- 💳 £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
- 🔋 £500 annual Learning & Personal Development Ben Balance: plus 3 days paid study leave a year to support you with your professional development
- 👩🏽💻 £500 work from home set up allowance, which you can put towards your home office
- 🏖 28 days of holidays a year + 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!
- 🧠 Comprehensive and tailored mental health support through a leading provider
- 🍿 Team activities: we have quarterly team social budgets to support spending time together and we frequently organise company wide events
- Eyecare vouchers
- DNA Profiling & Epigenetic Testing
- Work-from-anywhere scheme: you have the option to work from anywhere for up to 3 weeks 2x a year
- Assisted Reproduction paid leave & support
- 🍔 Weekly lunch provided in office so you can spend quality time with the team over some tasty food!
- 🍼 Enhanced parental leave and workplace nursery scheme to support with the cost of childcare in a nursery setting
- 💪 Access to a Classpass membership!
- ❤️ Comprehensive Private Medical Insurance, Healthcare Cash Plan & discounted cancer screening
- Cycle-to-work & electric vehicle salary sacrifice schemes
- Life Insurance
- Season ticket loans
Company HQ
Farringdon, London, UK
Leadership
Sebastian Fallert
(CEO)Previously the MD of Secret Escapes (UK & Germany)
David Duckworth
(COO)Worked in consulting and venture capitalism, and founded the SaaS marketplace Mixer.
Diversity, Equity & Inclusion at Ben
Alicia Riley (Senior People Lead)
- We are organically growing a brilliantly diverse, inclusive and respectful bunch of people we are extremely proud of. This should go without saying but all applications are very much welcome. If you need any adjustments to support you with your application, just let us know.
- We provide comprehensive mental health support for all employees
- We provide enhanced parental leave policies and salary-sacrifice nursery schemes to help parents & carers
- We offer individuals the ability to swap bank holidays for days of celebration that are important to them
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