Technical Account Manager

Summary

Join Invoca as a Technical Account Manager (TAM) and play a crucial role in the Customer Success organization, serving as a key advisor and consultant for clients' technical account health. You will act as the main technical point of contact for a portfolio of Invoca customers, work alongside the customer success management team, and advocate customer feedback cross-departmentally. Responsibilities include managing ad-hoc technical requests, leading or coordinating teams to build structural enhancements, advising on projects, providing consultations or trainings, and conducting technical health assessments. You will also create and maintain detailed technical documentation, regularly review account performance, track customer requests, and maintain records in the CRM. This hands-on role requires strong organizational and project management skills, collaboration with internal and external stakeholders, and a customer-first mentality.

Requirements

• 5+ years of successful technical account management, implementation, or deployment experience in a customer-facing role required
• Experience working within a Professional Services or Paid Services team, delivering strategic and technical solutions as part of a post-sales customer engagement model
• 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 the technical relationship for a book of enterprise 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 and external stakeholders
• Strong organizational, analytical, and problem-solving skills, with the ability to work at a highly detailed level
• Data analysis skills to interpret customer usage patterns, identify opportunities for improvement, and measure the impact of work delivered
• Ability to deeply articulate and compare customer needs along with their relevant business value to both internal technical and non-technical audiences

Responsibilities

• Act as the main technical point of contact for a portfolio of Invoca customers who have purchased TAM Services
• Work alongside the customer success management team to understand what is most important to the customers in your portfolio, and advocate customer feedback cross-departmentally by helping track product feedback requests
• Save time for customers by managing ad-hoc technical requests such as basic configuration updates for call tracking, call routing, reporting, or ConnectApp integrations
• Lead or coordinate teams to build structural enhancements
• Advise on projects by assessing scope, level of effort, risk, and success criteria (KPIs to measure upon project completion)
• Provide ad-hoc consultations or trainings as needed for primary account admins
• Conduct initial technical health assessments of customer infrastructure, existing processes, and technical pain points to identify opportunities to improve efficiencies
• Create and maintain detailed technical documentation to highlight value gaps, best-practice recommendations, notes explaining why accounts are configured the way they are, and to visualize data flow for active integrations
• Regularly review account performance and system integrations to help ensure ongoing value and identify potential issues early
• Track all customer requests and technical initiatives in shared customer-facing doc
• Track work and hours spent on technical initiatives in internal CRM, consistently keeping records up to date

Preferred 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 plus

Benefits

• 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 20 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 to 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 12 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