About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role:

Location - Remote, based in the UK – must be available to travel for in-person customer meetings as required and meet in person one day a week with the UK team. Whilst based in the UK, the role will also have significant interactions with Invoca’s global teams based across North America.

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.

Key Responsibilities:

• 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.

Qualifications and Experience:

Essential:

• 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.

Preferred:

• Background in digital media, telecom, automotive, or financial services.
• Familiarity with change management methodologies and startup environments.

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.

Salary, Benefits & Perks:

At Invoca, all new hires in the U.K. receive benefits starting on day one of employment and in accordance with their country’s laws and regulations. Our benefits offerings include:

• Flexible Holiday Policy – We promote a healthy work-life balance. Our flexible paid holiday policy allows you to take time off as needed to rest, recharge, and prioritise your wellbeing.
• Private Healthcare – Our private healthcare scheme includes medical, dental, and optical cover, with a range of plans to suit you and your family. Support for fertility treatments is also included.
• Pension Scheme – We offer a pension plan with employer contributions of up to 4%, helping you plan for your future with confidence.
• Share Options – All employees have the opportunity to share in our success through participation in our company share scheme.
• Mental Health Support – Comprehensive wellbeing support is available via our SpringHealth programme, covering a wide range of mental health and emotional wellbeing topics.
• Paid Family Leave – We offer fully paid leave for parental bonding, adoption, and caring for close family members.
• Paid Medical Leave – We provide 100% paid leave for medical needs, including recovery from childbirth and other health-related circumstances.
• Loyalty Bonus (‘InVacation’) – As a token of appreciation for long-term service, employees receive a special bonus after 7 years with the company.
• Wellness Allowance – We offer a wellness subsidy that can be used towards gym memberships, fitness classes, and other wellbeing-related expenses.
• Home Working Stipend – We provide a work-from-home allowance to help cover the cost of setting up and maintaining a comfortable and productive home office environment.
• Competitive Compensation & Bonus Scheme – We offer a competitive salary aligned with market benchmarks, along with an annual bonus based on company performance, so when we thrive as a business, you benefit too.

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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