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:

At Invoca, all new hires in the U.S. receive benefits starting on day one of employment. Our benefits offerings include:

Please note that benefits for teammates outside the U.S. may vary in accordance with their country’s laws and regulations.

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed.
• Paid Holidays – Invoca provides 16 U.S. paid holidays, including a winter break, giving you ample opportunity to refresh and spend time with friends and family.
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options so you can choose what works best for you and your family. Fertility assistance is also included.
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock Options – All employees are invited to share in Invoca’s success through stock options.
• Mental Health Program– Well-being support on a broad range of issues is available through our SpringHealth program.
• Paid Family Leave – Up to 6 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members.
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs.
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service.
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more.
• Position Base Range - $70,000-$105,000/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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