Technical Account Manager

Conversica’s Technical Account Managers (TAMs) empower customers to maximize the value of our Conversational AI and data intelligence platform by providing white glove onboarding support, hands-on technical troubleshooting, and strategic integration consulting. We are seeking a Technical Account Manager who thrives in a fast-paced, customer-facing environment and enjoys solving technical challenges.

You’ll partner closely with Customer Success Managers (CSMs) to deliver exceptional onboarding and post-launch support for a wide range of customers across various industries. The TAM serves as the technical voice of the customer and customer-facing product expert.

This role requires someone comfortable advising a variety of SMB to mid-market customers from a wide range of industries, building trusted relationships with various levels of stakeholders, including automotive sales managers and service directors, CRM administrators, and sales/marketing leaders. The ideal candidate is detail-oriented, organized, and confident presenting solutions while operating in dynamic, time-sensitive and configuration-heavy onboarding environments. Prior experience with Salesforce and marketing automation (MarTech) systems is preferred.

Key Responsibilities

Customer Implementation & Technical Ownership

• Lead the technical implementation side of onboarding for new customers, guiding customers through the process of integrating Conversica and CRMs, Marketing Automation Platforms and Dealer Management Systems (i.e. Salesforce, Eloqua, Vinsolutions, DealerSocket, and CDK)

• Consult with the customer to define their Conversica lead journey, and configure their dashboard accordingly to ensure successful launch of the platform.

• Work alongside the CSM, serving as the technical and product expert.

• Provide hands-on configuration support and technical guidance during onboarding to ensure customer systems and processes align with Conversica best practices.

Consultative Support

• Build trusted advisor relationships with customer stakeholders—from operational teams to leadership.

• Provide clear guidance on system configuration, data flow, and best practices to help customers optimize their use of Conversica.

• Anticipate and proactively address technical or adoption risks, escalating to internal teams when needed.

• Translate complex technical details into clear, actionable guidance for both technical and non-technical audiences.

Project Management & Cross-Functional Collaboration

• Effectively manage onboarding projects end-to-end, ensuring timelines, deliverables, and communication remain organized and on track.

• Collaborate closely with internal teams—including Product, Engineering, and Customer Success—to ensure a smooth and consistent customer experience.

• Document processes, updates, and best practices to strengthen operational consistency.

Technical Expertise & Continuous Learning

• Maintain strong knowledge of Conversica integrations, data flows, and product capabilities to guide customers and recommend best practices.

• Troubleshoot technical issues escalated from tech support and serve as the liaison with Engineering for escalations when necessary.

Qualifications

• 2+ years of experience in technical account management, implementation management, technical support, or solutions advising. 
• Strong customer communication skills—able to simplify complex technical concepts and lead confident, professional conversations with all levels of an organization.
• Confidence leading customer calls and presenting recommendations. Strong written communication skills.
• General understanding of modern CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Marketo, Dynamics), and/or automotive CRMs and Dealer Management Systems (DealerSocket, Vinsolutions, and CDK)
• Proven ability to manage multiple customer projects and priorities simultaneously with strong organizational discipline and attention to detail. Able to thrive in high stress situations.
• Demonstrated problem-solving mindset—curious, analytical, and eager to uncover the “why” behind customer challenges.
• Working knowledge of SQL and the ability to run or modify basic queries for troubleshooting and data validation.
• Experience in SaaS environments, ideally with B2B MarTech or SalesTech products.
• Bachelor’s degree in Computer Science, Information Technology, or related field prefer