Senior Technical Account Manager

TL;DR

Senior Technical Account Manager (SaaS): Own technical relationships for strategic enterprise accounts, solving complex hirify.globalefits configurations, wallet/allowance issues, and payroll reporting challenges at scale. Focus on leading escalations, guiding integrations and setups, translating customer needs into product improvements, coaching team members, and building scalable playbooks and documentation.

Location: Hybrid in London

Company

Technology platform connecting the hirify.globalefits ecosystem for employers, employees, brokers, and providers to create better outcomes.

What you will do

• Own technical relationships and escalations for strategic accounts involving hirify.globalefits configuration, wallet issues, and payroll reporting.
• Handle technically complex accounts with high scale, configurations, or integration needs.
• Lead cross-employer initiatives, coordinate with Associate TAMs, and run technical onboarding/training for customers and teams.
• Collaborate with Product and Engineering to turn customer pain points into product roadmap insights and root cause fixes.
• Create playbooks, troubleshooting guides, and documentation to scale team effectiveness.
• Coach Associate TAMs on technical troubleshooting and complex problem-solving.

Requirements

• Strong experience in technical support, operations, or technical account management in B2B SaaS.
• Technical skills in debugging integrations, analyzing logs, and troubleshooting complex configurations.
• Proven track record managing enterprise relationships and resolving escalated issues in fast-paced settings.
• Extensive collaboration with engineering, product, and customer success teams for resolutions and improvements.
• Experience coaching team members and creating scalable technical documentation/playbooks.
• Strong analytical and problem-solving skills to identify patterns and root causes.

Nice to have

• Experience with hirify.globalefits platforms, HR tech, payroll systems, or employee hirify.globalefits administration.
• SQL experience and working with/testing/troubleshooting APIs.

hirify.globalefits">Culture & hirify.globalefits

• Competitive base salary + equity.
• £100 monthly personal allowance (increases to £250 with tenure) for personal expenses.
• Weekly office lunches, 28 days holiday + bank holidays (buy/sell 5 days, increases to 30 after 3 years).
• Work-from-abroad scheme, enhanced parental leave, workplace nursery scheme.
• Comprehensive private medical insurance, life assurance with health checks, mental health support and coaching.
• Diverse, inclusive culture with support for applications needing adjustments.