Technical Account Manager

**Meet Benevity**
Benevity is the way the world does good, providing companies (and their employees) with technology to take social action on the issues they care about. Through giving, volunteering, grantmaking, employee resource groups and micro-actions, we help most of the Fortune 100 brands build better cultures and use their power for good. We're also one of the first B Corporations in Canada, meaning we're as committed to purpose as we are to profits. We have people working all over the world, including Canada, Spain, Switzerland, the United Kingdom, the United States and more

Benevity's Technical Account Manager (TAM) will play a pivotal role in establishing and nurturing strong relationships with our clients. The TAM will be the bridge between the technical aspects of our platform and our clients' success, ensuring they fully leverage the capabilities and features of our product to meet their business goals effectively.

This role combines technical and strategic responsibilities. On the technical front, you will become the post-sales technical lead for your assigned client's workloads. You will be accountable for the quality of the technical changes and the technical aspects of client programs. You will manage day to day technical changes and engage other cross-functional team members to expedite the resolution of client issues and provide them with technical guidance. On the strategic side, you will work closely with the Client Success team to proactively recommend program improvements, engage stakeholders, and develop actionable plans that drive client outcomes. This will require you to leverage your technical skills and expertise to engage and communicate effectively at all levels within an organization.

**What you'll do**:
**Technical Expert**:

- Guide clients on platform decisions and ensure successful outcomes by understanding Benevity's product suite
- Recommend technical configurations, enhancements, or feature requests based on client goals and program requirements, and engage stakeholders to ensure recommendations are understood, prioritized, and actionable
- Be accountable for delivering high-quality technical changes by proactively identifying and implementing solutions that improve efficiency, reduce friction, and strengthen program scalability, through regular program health reviews and configuration audits
- Drive client adoption of existing and new products, support administrators on effective use and best practices, and deliver feature training to client administrators on maximizing platform value
- Articulate Benevity's comprehensive support structure and internal client ecosystem, architecting tailored solutions to address intricate client requirements
- Communicate delivery timelines, set realistic expectations, and connect with internal teams to resolve issues

**Trusted Client Partner**:

- As a TAM, you will play a vital role in leading technical escalations, showcasing your technical support capabilities and dedication to client advocacy
- Build trusted advisor partnerships, aligning Benevity's value to clients' CSR and business objectives
- Engage cross-functional SMEs to resolve client challenges and ensure alignment on technical solutions
- Develop tailored Program Health Optimization Reviews with clear goals and milestones, leveraging data to identify barriers, recommend improvements, and ensure accuracy of client-facing information
- Foster long-term relationships by exceeding client expectations and connecting them with peers for best practices
- With a deep understanding of client program objectives, provide strategic insights and technical guidance to optimize configurations and processes, driving efficiency and creating a seamless experience for administrators and employees

**Value Driver**:

- Analyze client data to provide recommendations that highlight growth and enhancement opportunities, driving outcomes from Program Health Optimization Reviews
- Identify risks that may impact client retention and surface them proactively
- Advocate for deep adoption of Benevity's product features and best practices. Leverage your technical expertise and commercial acumen to identify strategic opportunities to engage Sales and Client Success teams, ensuring a seamless, value-driven client journey

**What you'll bring**:

- BA/BS degree or equivalent education
- 3-5 years of experience in B2E/B2B Client Success, Support or similar Technical Account management roles
- Experience in a B2B SaaS organization preferred, with moderate complexity solutions
- Proven track record of troubleshooting and experience using developer tools to investigate issues with client implementations
- Experienced in stakeholder management (internal and external)
- Strong relationship-building skills with empathy, adaptability, and persuasiveness
- Strong organizational and project management skills with attention to detail, analytical ability, and sound judgment
- Capable of overseeing and resolvin