Senior Technical Account Manager

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 400 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role:

As an Invoca Senior Technical Account Manager (TAM), you will join Invoca's Customer Success team to play a meaningful role in consulting, advising, and maintaining the account health of Invoca's customers. As a Senior TAM, you will provide consultative and tactical guidance for Invoca customers and Customer Success Managers to navigate the technical aspects of our technology, and to assist with incremental usage and adoption of our products. With strong organizational and project management skills, you will lead the successful planning and execution of strategic, technical customer initiatives, spanning various industries and use cases. You will coordinate effectively with cross-functional stakeholders internally and externally to solve problems and identify how your customers can benefit from new solutions and features.

This technical and hands-on position requires you to work in a team and individual work setting, contributing to all aspects of technical account management including acting as a single point of contact for all technical needs, advocating on behalf of your customers for product enhancements, and advising customers on how to succeed using Invoca long-term and maintaining the overall health of their Invoca implementation. 

You Will:

• Act as the main technical point of contact in ongoing, subscription-based, paid engagements with a portfolio of Invoca customers
• Identify and implement technical features and functions to measure and report on desired customer outcomes
• Advocate customer feedback cross-departmentally
• Work alongside the customer success management team to understand what is most important to the customers in your portfolio, preview new product releases, and identify opportunities to adopt new products and participate in beta programs
• Monitor and project manage ongoing engagements between the customer and other internal technical teams
• Train and enable new and existing customer account admins on how to best utilize and navigate their Invoca platform
• Assist with building enhancements to Invoca customer accounts to meet new needs including campaign management, Invoca ConnectApp integrations, and report building
• Technically manage and/or implement ad-hoc customer and internal special projects
• Manage white-glove account maintenance requests
• Maintain and monitor the health of customer accounts to maximize long-term value
• Track work and time spent on customer initiatives in internal CRM, consistently keeping records up to date
• Nice to have: Consolidate monthly product release notes and publish to stakeholders.

You Have:

• 5+ years of successful technical account management, implementation, or deployment experience in a customer-facing role required
• Entry level knowledge and functional understanding of front-end web languages including JavaScript, HTML, and CSS
• Experience using APIs, webhooks, and general data transfer architectures and techniques
• Experience owning a book of customers, continuously supporting their ongoing technical needs, while simultaneously managing multiple projects for them
• Experience in scoping, clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams
• Customer-first mentality; ability to empathize and create customer loyalty
• Excellent oral and written communication skills - communicating with both internal andnexternal stakeholders
• Strong organizational, and analytical skills and the ability to work at a highly detailed level
• Ability to deeply articulate and compare customer needs along with their relevant business value to both internal technical and non-technical audiences

Bonus Qualifications:

• Background in SaaS
• Background in Digital Media, and/or industries such as Telecom, Mobile, Healthcare, Automotive, FinServ, or Insurance
• Knowledge and experience using APIs, webhooks, and general data transfer architectures and techniques
• ● Hands-on experience with web analytics, CRM, marketing automation, bid management, ad-serving, and attribution software a plus
• Working knowledge of the digital marketing technology landscape is a plu