Digital 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 a Digital Technical Account Manager, you will join Invoca's Customer Success team to play a meaningful role in driving product adoption and expansion for target accounts within Invoca’s self-serve, Digital customer segment. Through prescriptive technical consultations, solution design, and project management, you will provide tactical guidance for Invoca customers to navigate the technical aspects of our technology to help drive incremental value from 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 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 Digital customer success including enabling other team members through templates and process designs, advocating on behalf of your customers for product enhancements, and advising customers on how to succeed using Invoca.

You Will:

• Act as a strategic technical point of contact for short-term, limited-scope engagements with Digital customers that focus on driving product adoption, platform optimization, and upsells
• Identify and implement technical features and functions to measure and report on desired customer outcomes
• Serve as an Invoca product expert, tracking customer patterns and partnering with product and technical teams to relay customer feedback and advocate for solutions
• Work alongside the Digital Customer Success team to understand what is most important to the customers in the segment, preview new product releases, and identify opportunities for customers to adopt new products and participate in beta programs
• Monitor and project manage ongoing engagements between the customer and other internal technical teams, helping triage and solution technical blockers
• 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, including customer migrations or other team initiatives
• Maintain and monitor the health of customer accounts to maximize long-term value

You Have:

• 4+ years of successful technical account management, implementation, or deployment experience in a customer-facing role required
• Working knowledge and functional understanding of front-end web languages including JavaScript, HTML, and CSS
• Customer-first mentality; ability to empathize and create customer loyalty
• Experience in scoping, clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams
• Excellent oral and written communication skills - communicating with both internal and external stakeholders
• Strong organizational and analytical skills and the ability to work at a highly detailed level
• Knowledge and experience using APIs, webhooks, and general data transfer architectures and techniques  
• 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 telecom, mobile, or digital media a plus
• 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 plus

Salary, Benefits & Perks:

Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our offerings:

• Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy, starting at 20 days off, for all full-time employees. We also offer 16 paid holidays, 10 days of Compassionate Leave, 3 days volunteer time and more.
• Healthcare - Invoca offers a health care program that includes medical, dental and vision coverage. There are multiple plan options to choose from so you can make the best choice for yourself, partner and family.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock options - All employees are invited to ownership in Invoca through stock options.
• Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday life topics through the WorkLifeMatters program.
• Paid Family Leave - Invoca offers up to six weeks 100% paid leave for baby bonding, adoption, and caring for family members
• Paid Medical Leave - Invoca offers up to twelve weeks 100% paid leave for childbirth and medical need
• Sabbatical - We thank our long-term team members with an additional week of PTO along with a bonus after 7 years of service.
• Wellness Subsidy - In further support of your well-being, Invoca provides a wellness subsidy that can be applied to a gym membership, fitness classes and more.
• Position Base Range - $70,000-$85,000/yr plus bonus potential

This role is remote and open to candidates located in the United States and Canada. Please note that we are unable to provide visa sponsorship for this position.

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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