Strategic Technical Account Manager, Invoca

• 5+ years of experience in technical account management, implementation, or sales engineering roles within a SaaS environment
• Proven success working with enterprise clients and managing multiple complex projects
• Demonstrated ability to bridge technical and non-technical stakeholders, aligning marketing strategies with technical solutions
• Proficient in front-end web technologies (JavaScript, HTML, CSS) and knowledgeable about APIs, webhooks, and data integration techniques
• Experience with marketing technologies such as Google Analytics, Facebook Advertising, CRM platforms, and marketing automation tools
• Strong data analysis and strategic planning skills, capable of translating complex insights into actionable recommendations
• Exceptional communication and presentation skills, with the ability to engage both technical and non-technical audiences
• Outstanding organisational and project management abilities, with attention to detail and a customer-first mindset

Desirable

• As a Strategic Technical Account Manager (STAM), you will play a vital role in bridging the entire customer lifecycle, ensuring seamless transitions and success across sales, onboarding, and ongoing customer success processes
• You will collaborate with diverse customers - from self-serve clients to large, global enterprises - to deliver Invoca’s data-driven solutions that align with their unique business objectives
• This position is dedicated to maximizing product adoption, customer success, and revenue expansion through a blend of technical expertise, strategic consulting, and relationship management
• While the primary focus is on deepening engagement and driving growth within existing customer accounts, you will also play a key role in supporting the acquisition of new customers
• Manage ongoing, subscription-based engagements with enterprise clients and short-term, tactical projects with self-serve customers
• Serve as the main technical point of contact for assigned accounts, providing consultative guidance on product adoption, platform optimisation, and integration strategies
• Identify and resolve technical challenges to ensure smooth implementation and usage
• Continuously monitor customer business impact and account health, and provide actionable recommendations to optimise performance and achieve business objectives
• Engage in the discovery and solution design process to understand customer needs, delivering tailored product demonstrations that facilitate both account expansion and successful new customer acquisition
• Document customer objectives, technical requirements, and strategic recommendations to support a smooth onboarding process and drive sustained product adoption and long-term customer success
• Train customer administrators and internal teams on product functionality, integrations, and advanced use cases, tailoring training to regional and customer-specific needs
• Partner with internal teams, including Product, Engineering, and Marketing, to refine solutions based on customer feedback and ensure consistency across the lifecycle
• What Success Looks Like:
• Customer Success: Achieve high retention rates, maximise account value, and foster long-term customer loyalty by delivering exceptional outcomes
• Business Growth: Support increased win rates, reduced timelines, and incremental usage and upsell opportunities from existing customers
• Customer Lifecycle Success: Seamlessly guide customers through sales, onboarding, and success stages, ensuring alignment, satisfaction, and measurable outcomes such as reduced onboarding time and increased retention rates
• Collaboration: Build strong cross-functional relationships to influence product development, regional strategies, and enhance customer outcomes globally and locally