The Role
The Technical Account Manager will lead onboarding, provide technical support, manage customer relationships, and ensure successful integration of Conversica's platform with various CRM and marketing systems.
Summary Generated by Built In
Conversica’s Technical Account Managers (TAMs) empower customers to maximize the value of our Conversational AI platform by providing white glove onboarding support, hands-on technical troubleshooting, and strategic integration consulting. We are seeking a Technical Account Manager who thrives in a fast-paced, customer-facing environment and enjoys solving complex challenges.
You’ll partner closely with Customer Success Managers (CSMs) to deliver exceptional onboarding and post-launch support for mid-market and enterprise customers across various industries. The TAM is the technical voice of the customer and customer-facing product expert.
This role requires someone comfortable advising a variety of mid-size customers from a wide range of industries, building trusted relationships with executives, Salesforce administrators, and sales/marketing leaders. Prior experience with Salesforce and marketing automation (MarTech) systems is preferred.
Key Responsibilities
- Lead the technical implementation side of onboarding for new customers, guiding customers through the process to integrate Conversica and CRMs/MAPs (Salesforce, Microsoft Dynamics, Eloqua) as well as automotive CRMs and Dealer Management Systems (Vinsolutions, DealerSocket, and CDK)
- Consult with the customer to define their Conversica lead journey, and configure their dashboard accordingly to ensure successful launch of the platform.
- Work alongside the CSM, serving as the technical and product expert.
- Build trusted advisor relationships with customer stakeholders—from technical teams to executives.
- Anticipate and proactively address technical or adoption risks, escalating to internal teams when needed.
- Translate complex technical details into clear, actionable guidance for both technical and non-technical audiences.
- Provide post launch support to existing customers to optimize their CRM / MAP integration with Conversica.
- Effectively manage onboarding projects end-to-end, ensuring timelines, deliverables, and communication remain on track.
- Collaborate closely with internal teams—including Product, Engineering, and Customer Success—to ensure a smooth and consistent customer experience.
- Document processes, updates, and best practices to strengthen operational consistency.
- Maintain a strong understanding of Conversica’s integrations and data flow between CRM/MAP systems and the Conversica platform.
- Troubleshoot technical issues escalated from tech support and serve as the liaison with Engineering for escalations when necessary.
- Stay informed on product updates to serve as the customer facing product expert who is able to proactively recommend best practices.
Qualifications
- 2+ years of experience in technical account management, implementation management, technical support, or solutions advising.
- Strong customer communication skills—able to simplify complex technical concepts and lead confident, professional conversations with all levels of an organization.
- Confidence leading customer calls and presenting recommendations. Strong written communication skills.
- Proficient with modern CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Marketo, Dynamics), and/or automotive CRMs and Dealer Management Systems (DealerSocket, Vinsolutions, and CDK)
- Proven ability to manage multiple customer projects and priorities simultaneously with strong organizational discipline. Able to thrive in high stress situations.
- Demonstrated problem-solving mindset—curious, analytical, and eager to uncover the “why” behind customer challenges.
- Experience in SaaS environments, ideally with B2B MarTech or SalesTech products.
- Bachelor’s degree in Computer Science, Information Technology, or related field preferred (or equivalent experience).
- Ability to travel occasionally based on customer and business needs
Preferred Attributes
- Recognized by peers as a “go-to” teammate—collaborative, proactive, and dependable.
- Skilled at de-escalating challenges and turning difficult situations into trust-building opportunities.
- Confident in presenting technical recommendations that tie product capabilities to customer outcomes.
- Strategic thinker who spots patterns in customer challenges and contributes insights to improve internal processes and customer success.
- Thrives in a dynamic, startup-like environment where initiative and ownership are key.
- Experience working with Salesforce is a plus.
Why You’ll Love Working at Conversica
At Conversica, you’ll have the opportunity to help shape how we deliver exceptional customer onboarding experiences in a dynamic, fast paced environment. You’ll be part of a close-knit team of Technical Account Managers who are passionate about learning, sharing knowledge, and supporting one another’s growth. You’ll get the chance to work cross-functionally with Customer Success, Product, and Engineering teams to ensure success for the customers we onboard. If you’re energized by innovation, collaboration, and making a direct impact on both customers and internal processes, Conversica is the place where you can thrive and grow.
Conversica is an equal opportunity employer and values diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.
Top Skills
Cdk
Dealersocket
Eloqua
Hubspot
Marketo
Microsoft Dynamics
Salesforce
Vinsolutions
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The Company
What We Do
Conversica is a leading provider of Conversational AI for business, helping organizations augment their workforce to attract, grow and retain customers.
