Principal Customer Success Manager, Invoca
$127.5-160k
+ Stock Options & commission potential
More information about location
AI-powered conversation intelligence platform
Be an early applicant
AI-powered conversation intelligence platform
201-500 employees
Be an early applicant
$127.5-160k
+ Stock Options & commission potential
More information about location
201-500 employees
Company mission
To enable revenue teams to turn conversation data into automated action to enhance every digital touchpoint and human interaction, leading to better experiences, more conversions, and higher revenue.
Role
Who you are
- 5+ years customer success management experience
- 5+ years experience with B2B SaaS and enterprise software
- Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty
- Experience with Conversation Intelligence technologies such as Invoca or other Call Tracking solutions, LivePerson, Sprinklr (or similar) required
- Experience working with technologies such as Adobe Analytics, Google Ads, Sitecore, Hubspot, Fullstory (or similar) required
- Experience with Genesys, Cisco, Five9 or similar Contact Center as a Service technologies
- Experience with Salesforce, Gainsight and other Software-as-a-Service preferred
- Excellent organizational and project management skills to juggle multiple priorities and effectively motivate cross-functional teams to align on execution
- Excellent communicator with strong listening skills and technical aptitude
- Ability to build strong rapport and establish trust and credibility through a consultative approach
- BA/BS degree preferred
- A self-starter who takes the initiative to get things done
- Preferred: located near the Seattle area to visit customers on-site 1-2 days a month
What the job involves
- As a Principal Customer Success Manager at Invoca, you will have a deep level of engagement with one of our most strategic customers. In this role, you must understand our customers’ business, goals and challenges
- In this role, you will serve as an extension of the customer team. You’ll have full access to their systems as well as Invoca’s systems. You’ll serve as a trusted advisor, recommending solutions to the challenges they face today and to the ones we know they will need to prepare for
- From the initial onboarding to ongoing adoption, we assist throughout their lifecycle to help them unlock the most value from our solutions and services
- Like any traditional CSM role, you will be responsible for executing on SaaS principles such as software adoption, retention and expansion. However, at Invoca, we go the extra mile. Here, you will take the initiative to understand and align your customers’ business needs
- We know how to support customers and when to call in our team of experts across the company from Sales, Marketing, Technical and Professional Services as well as Invoca’s amazing Leadership team to ensure the success of our customers
- Our goal is to provide such support and expertise to our customers that their business is better because of the solutions Invoca provides
- Serve exclusively as a trusted advisor to a key customer, understand their objectives, pain points, and revenue goals. Provide guidance and solutions to help them achieve results through Invoca
- Provide support throughout their lifecycle, ensuring customer and Invoca achievements are met through adoption, growth and renewal plans
- Translate the strategic needs of the customer into business requirements that can be shared with partners and adjacent platforms to augment data across systems and enhance customer experience
- Understand the customer’s full organization. Develop rapport across teams to uncover business pain and strategic mapping of Invoca value to solve those challenges
- Grow usage of Invoca’s Active Conversation Intelligence platform across accounts through proactive engagement, education, strategic touchpoints and effective planning
- Monitor and influence product usage, customer engagement and satisfaction feedback
- Stakeholder & project management across various stakeholder groups at the customer to ensure initiatives move forward and receive visibility & escalation where needed
- Coordinate the involvement of other Invoca personnel including executive leadership, sales, support, professional services, marketing and product development to meet account performance objectives and customer expectations
- Drive new business growth through customer advocacy and reference-able initiatives
Our take
Invoca is an AI-powered call tracking and conversational analytics platform enabling marketing, sales, customer experience, and eCommerce teams to better understand and immediately act on information consumers share via conversations, revealing exactly which campaigns are performing and delivering high returns on investments.
The company is a market leader in AI-powered conversation intelligence, serving leading consumer brands in considered purchase industries like automotive, telecommunications, healthcare, financial services, and real estate. It has continued to add new new capabilities throughout the years since its 2008 founding, to further help brands drive more efficient marketing, faster revenue growth, and better experiences in an increasingly challenging economy.
Through funding raised from several investment organisations, including Silver Lake Waterman and Kingfisher Investment Advisors, the startup has now been branded a Unicorn and is in a prime spot for further growth. Its priority has been to invest in product innovation through both organic development and acquisitions. Also, its recent arrival on Google Cloud Marketplace marks a milestone in the company's growing collaboration with Google, allowing joint customers to power more effective media strategies even more easily as they strive for revenue growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2022
$83m
SERIES F
Oct 2019
$56m
SERIES E
Total funding: $199.8m
Company benefits
- Paid Time Off - 20 days off for all full-time employees, plus 15 paid holidays, 10 days compassionate leave, 3 days volunteer time and more
- Medical, Dental and Vision Coverage
- Mental Well-being & Employee Assistance Program
- Paid Family/Medical Leave - up to six weeks 100% paid leave for baby bonding, adoption, and caring for family members, and up to twelve weeks 100% paid leave for one’s own medical leave
- Invacation (Sabbatical) - an additional week of PTO along with a bonus after seven years of service
- Wellness Subsidy - for gym membership, fitness classes, etc.
Company values
- Figure it out - We take pride in a FIGURE IT OUT attitude that gives us the freedom to blaze our own trails, roll up our sleeves and get the job done. Taking ownership of our work allows us to move fast, learn new things and then step back, relish in a job well done, and say “yeah, I did that”
- Light the customer’s way - Our desire to LIGHT THE CUSTOMER’S WAY drives everything we do. Companies buy our technology to drive business results. We prioritize their success objectives and through the right mix of focused listening, leadership guidance, and state of the art technology we help our customers get the highest value from our partnership
- Continuous improvement - We say “good enough” as often as we say “give up,” which is to say, never. That’s because Invocans are obsessed with CONTINUOUS IMPROVEMENT. We’re rebels with a cause and that cause is challenging the status quo every day to develop new and innovative solutions that make our jobs easier, our products better, and our customers more successful
- Help each other thrive - What keeps it all together is ensuring we HELP EACH OTHER THRIVE. This enables us to create an inclusive and egoless culture that allows us to build value for both our customers and our people. Hearing a variety of voices that come from people with diverse backgrounds and beliefs not only makes it a safe and comfortable place to work, it also drives a level of innovation that could never come from homogeneity; we call it “project us”
Company HQ
Santa Barbara Downtown, Santa Barbara, CA
Articles
Leadership
Colin Kelley
(Co-Founder & CTO)Previously worked as the CTO at CallWave and as a Software Architect at Unisys / Pulsepoint.
Rob Duva
(Co-Founder)Co-Founder of Fin & Field. Previously worked at CallWave in multiple roles, including Senior Product Manager and the Director of Customer Acquisitions.
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