Technical Account Manager

Invoca leads the revenue execution platform market by using AI to link online marketing with offline sales teams and optimize every stage of the buying journey. With over 300 employees, 2,000+ customers, and $100 million in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184 million from leading venture capitalists, including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

The TAM sits within Invoca’s Professional Services team, a specialized function of the Customer Success organization that partners closely with Customer Success Managers (CSMs), Product, Engineering, and Support. This collaborative team is dedicated to delivering exceptional customer outcomes through technical enablement, implementation support, and strategic account consulting. TAMs help bridge the gap between Invoca’s platform and each customer’s business goals, ensuring technical needs are met and long-term success is achieved.

The Technical Account Manager (TAM) at Invoca plays a crucial role within the Customer Success organization, serving as a key advisor and consultant for clients' technical account health. This position offers both tactical and consultative guidance to Invoca customers and Customer Success Managers on the technical aspects of Invoca's technology, facilitating increased product adoption and usage.

Strong organizational and project management skills are essential to lead the strategic, technical initiatives across diverse industries and use cases. Collaboration with internal and external stakeholders is vital to problem-solve and identify opportunities for customers to leverage new features and solutions.

This is a hands-on, technical role requiring both independent and team work. The TAM acts as a single point of contact for technical needs, advocates for product enhancements on behalf of customers, and provides long-term strategic advice for successful Invoca implementation and account health maintenance.

• 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

• 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

Bonus 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

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 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.

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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