Digital Technical Account Manager

$70,000 - $85,000/Yr

Invoca - Santa Barbara, CA

Full-time - Mid Level

Remote - Santa Barbara, CA

251-500 employees

Professional, Scientific, and Technical Services

About the position

The Digital Technical Account Manager at Invoca plays a crucial role in the Customer Success team, focusing on driving product adoption and expansion for digital customers. This position involves providing technical consultations, solution design, and project management to help customers navigate Invoca's technology and maximize value from the products. The role requires strong organizational skills and the ability to coordinate with cross-functional teams to address customer needs and advocate for product enhancements.

Responsibilities

• Act as a strategic technical point of contact for short-term engagements with Digital customers.
• Identify and implement technical features to measure and report on customer outcomes.
• Serve as an Invoca product expert, tracking customer patterns and relaying feedback to product teams.
• Work with the Digital Customer Success team to understand customer priorities and identify opportunities for product adoption.
• Monitor and project manage ongoing engagements between customers and internal technical teams.
• Train and enable customer account admins on utilizing the Invoca platform effectively.
• Assist in building enhancements to customer accounts, including campaign management and report-building.
• Technically manage ad-hoc customer and internal special projects, including migrations.
• Maintain and monitor the health of customer accounts to maximize long-term value.

Requirements

• 4+ years of successful technical account management or implementation experience in a customer-facing role.
• Working knowledge of front-end web languages including JavaScript, HTML, and CSS.
• Customer-first mentality with the ability to create customer loyalty.
• Experience in scoping objectives and dealing with ambiguity.
• Excellent oral and written communication skills for internal and external stakeholders.
• Strong organizational and analytical skills with attention to detail.
• Knowledge of APIs, webhooks, and data transfer architectures.

Nice-to-haves

• Background in SaaS
• Experience in telecom, mobile, or digital media
• Hands-on experience with web analytics, CRM, and marketing automation software
• Knowledge of the digital marketing technology landscape

Benefits

• Paid Time Off starting at 20 days for full-time employees
• 16 paid holidays
• 10 days of Compassionate Leave
• 3 days of volunteer time
• Healthcare program including medical, dental, and vision coverage
• 401(k) plan with company match up to 4%
• Stock options for all employees
• Employee Assistance Program for well-being support
• Paid Family Leave up to six weeks for baby bonding and adoption
• Paid Medical Leave up to twelve weeks for childbirth and medical needs
• Sabbatical with additional week of PTO after 7 years of service
• Wellness Subsidy for gym memberships and fitness classes