Invoca helps the modern marketer drive inbound calls and turn them into sales. Our platform delivers the inbound call intelligence required for marketers to optimize customer engagement and sales beyond the click. From attribution to intent, marketers gain a complete understanding of the customer’s journey across digital, mobile and offline touch points so they can optimize their marketing spend, drive quality inbound calls and deliver a better customer experience.

Invoca is successful because of our people, whom we consider world class. We are focused on building a great company and product while providing growth and learning opportunity for all of our team members. We are different, we are innovative, we are customer focused and dedicated to winning. 

We are here...

• To develop outstanding and innovative technology, as the means to solve our customers' problems.
  
• To win by playing fair. We challenge ourselves to be the best and do what it takes to triumph, without compromising our integrity.
• To consistently exceed our customers' expectations. We strive to deliver the best possible customer experience, from the smallest detail to the largest deal.
• To have fun. We're in this for the long haul, so we better love what we do and enjoy doing it together.

Join us and add to our culture, we seek your input and contribution to our success.

Invoca seeks a Sr. Customer Success Manager to drive success within a portfolio of Invoca’s strategic accounts. Responsible for driving software adoption and growth, the Sr. Customer Success Manager ensures Invoca is aligned with the customers’ needs and expectations. This position represents the entire range of company products and services available from Invoca. In this position, you will be expected to increase customer satisfaction and retention. Prior experience in account management, customer success or similar role for technology or media company is a plus. Invoca customers are strategic thinkers, highly technical and hugely satisfied.   

Working in a fun and fast paced office, candidate must be able to interact with multiple customers throughout the day while tracking progress and delivering top-notch customer service in a timely manner.  

* this position can also be remote East Coast

Responsibilities:

• Manage a portfolio of accounts throughout their lifecycle, including adoption, growth and renewals. 
• Grow usage of Invoca platform across accounts through proactive engagement, training and communication.
• Monitor and influence product usage, customer engagement and satisfaction feedback. 
• Proactively engage with customers to assess, clarify and validate customer needs while maintaining a high satisfaction rating.
• Coordinate the involvement of other Invoca personnel including, management, sales, support, services, marketing and product development to meet account performance objectives and customer expectations.
• Ability to manage customer escalations and negotiate resolution.
• Use phone, email, and screen sharing tools to interact with customers.
• Track all activity in CRM and ticketing systems, report on activities to leadership.
• Maintain in-depth understanding of company technology, products, and services.

• Minimum of 4-years account management or customer success experience, preferably in the SaaS industry. 
• Commitment to long-term customer success. 
• Understanding of marketing foundations. Google AdWords, bid management or programmatic media a plus. 
• Excellent verbal and written communication capabilities required.
• Ability to juggle multiple projects with minimal supervision. 
• BA/BS degree required.
• Must be able to build strong rapport and establish trust and credibility through a consultative approach.
• Strong technical aptitude. 

Invoca Offers:

• Competitive salary and performance compensation
  
• Stock options in a fast-growing company
  
• Excellent medical benefits and paid time off
  
• 401K plan with company matching
  
• The chance to work closely with a management team with big wins under its belt
  
• Be part of dynamic team 
  
• If you’re a smart, motivated, high-integrity rock star, come join our team!

To all recruitment agencies not contractually engaged with Invoca: Invoca does not accept agency resumes. Please do not forward resumes to our jobs alias, Invoca employees or any other company location. Invoca is not responsible for any fees related to unsolicited resumes.