Technical Account Manager

Conversica’s Technical Account Managers (TAMs) empower customers to maximize the value of our Conversational AI 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 complex challenges.
You’ll partner closely with Customer Success Managers (CSMs) to deliver exceptional onboarding and post-launch support for mid-market and enterprise customers across various industries. The TAM is the technical voice of the customer and customer-facing product expert.
This role requires someone comfortable advising a variety of mid-size customers from a wide range of industries, building trusted relationships with executives, Salesforce administrators, and sales/marketing leaders. Prior experience with Salesforce and marketing automation (MarTech) systems is preferred.

Key Responsibilities

• Lead the technical implementation side of onboarding for new customers, guiding customers through the process to integrate Conversica and CRMs/MAPs (Salesforce, Microsoft Dynamics, Eloqua) as well as automotive CRMs and Dealer Management Systems (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.
• Build trusted advisor relationships with customer stakeholders—from technical teams to executives.
• 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.
• Provide post launch support to existing customers to optimize their CRM / MAP integration with Conversica.
• Effectively manage onboarding projects end-to-end, ensuring timelines, deliverables, and communication remain 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.
• Maintain a strong understanding of Conversica’s integrations and data flow between CRM/MAP systems and the Conversica platform.
• Troubleshoot technical issues escalated from tech support and serve as the liaison with Engineering for escalations when necessary.
• Stay informed on product updates to serve as the customer facing product expert who is able to proactively recommend best practices.

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.
• Proficient with 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. Able to thrive in high stress situations.
• Demonstrated problem-solving mindset—curious, analytical, and eager to uncover the “why” behind customer challenges.
• Experience in SaaS environments, ideally with B2B MarTech or SalesTech products.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred (or equivalent experience).
• Ability to travel occasionally based on customer and business needs

Preferred Attributes

• Recognized by peers as a “go-to” teammate—collaborative, proactive, and dependable.
• Skilled at de-escalating challenges and turning difficult situations into trust-building opportunities.
• Confident in presenting technical recommendations that tie product capabilities to customer outcomes.
• Strategic thinker who spots patterns in customer challenges and contributes insights to improve internal processes and customer success.
• Thrives in a dynamic, startup-like environment where initiative and ownership are key.
• Experience working with Salesforce is a plus.

Why You’ll Love Working at Conversica
At Conversica, you’ll have the opportunity to help shape how we deliver exceptional customer onboarding experiences in a dynamic, fast paced environment. You’ll be part of a close-knit team of Technical Account Ma