Digital Technical Account Manager, Invoca

• 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

Desirable

• 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
• 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