Client Success Manager
2 weeks ago
Invoca stands at the forefront of the industry, pioneering advancements in AI and machine learning-driven Conversation Intelligence. With a robust team of over 400 professionals and a clientele exceeding 2,000, we have achieved remarkable growth, generating $100M in revenue. Our vision is to cultivate a world-class SaaS enterprise, backed by over $184M in funding from esteemed venture capitalists such as Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.
Role Responsibilities:The Account Manager plays a crucial role in achieving retention and expansion objectives, ensuring that Invoca aligns seamlessly with customer expectations. This position requires collaboration across various teams, including Customer Success and Account Executives, to secure renewals and foster growth for every client. You will be tasked with developing and executing strategic account plans, nurturing customer relationships, and demonstrating the value of our platform and features to guarantee subscription renewals and expansions.
Key Responsibilities:- Account Success Management: Oversee a portfolio of corporate accounts, ensuring their successful adoption, growth, and renewal by surpassing key performance indicators.
- Strategic Planning: Formulate and implement tailored strategic account plans that address each customer's unique needs, driving growth and maximizing the benefits of Invoca Call Analytics.
- Relationship Development: Build and maintain strong relationships with key stakeholders within the customer organization, ensuring high satisfaction and retention rates.
- Proactive Account Engagement: Lead initiatives to identify opportunities for account growth and enhancement, including designing and executing strategies to increase platform adoption.
- Demonstrations and Presentations: Conduct engaging software demonstrations and create persuasive presentations that effectively communicate Invoca's value propositions.
- Value Communication: Articulate Invoca's value proposition and benefits clearly, tailoring messages to meet specific client needs and challenges.
- Forecasting and Reporting: Manage and report on renewal, expansion, and retention forecasts with precision, providing insights and strategies to meet growth targets.
- Collaboration: Work closely with internal teams, including Account Executives and Customer Success, to ensure seamless transitions and alignment with customer objectives.
- Negotiation: Handle complex negotiations for renewals and expansions, striving to close deals that deliver mutual value and promote long-term customer success.
- Experience: Minimum of 2 years in a quota-carrying role within B2B SaaS, particularly in marketing technology or ad tech for large enterprises.
- Industry Insight: A solid understanding of online advertising and marketing technology, with relevant experience in account management or sales.
- Technical Skills: Proficient in utilizing modern SaaS technology stacks, including Salesforce, LinkedIn, Slack, and Business Intelligence Systems.
- Communication Proficiency: Exceptional verbal and written communication skills, with the ability to establish rapport and trust with clients through a consultative approach.
- Negotiation Expertise: Proven experience in negotiating business terms and managing documentation such as MSSAs and SOWs.
Preferred Qualifications:
- Marketing Technology Background: Familiarity with marketing technology platforms such as Google AdWords, Analytics, Bid Management, or programmatic media platforms; experience with competitors is advantageous.
- Industry Experience: Previous experience selling into sectors such as Travel, Insurance, Telecom, Financial Services, Automotive, and Home Services is a plus.
Employees begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:
- Paid Time Off: Invoca promotes a healthy work-life balance with an exceptional PTO policy starting at 20 days for all full-time employees, along with 16 paid holidays, 10 days of Compassionate Leave, volunteer time, and more.
- Healthcare: Comprehensive healthcare options, including medical, dental, and vision coverage, with multiple plans available to suit individual and family needs.
- Retirement Savings: A 401(k) plan through Fidelity with a company match of up to 4%.
- Equity Opportunities: All employees are offered stock options, providing a stake in Invoca's success.
- Employee Support: Access to an Employee Assistance Program for personal and everyday-life support through the WorkLifeMatters program.
- Family Leave: Up to 6 weeks of 100% paid leave for baby bonding, adoption, and family care.
- Medical Leave: Up to 12 weeks of 100% paid leave for childbirth and medical needs.
- Sabbatical: Long-term team members receive an additional week of PTO and a bonus after 7 years of service.
- Wellness Benefits: A wellness subsidy applicable to gym memberships, fitness classes, and more.
- Salary Range: $85,500 to $100,000, plus commission potential.
This role is remote and open to candidates located in the United States and Canada. Please note that we are unable to provide visa sponsorship for this position.
Diversity and Inclusion Statement:We are committed to equal employment opportunities 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 take pride in being an equal-opportunity workplace.
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