Technical Account Manager

As a Technical Account Manager at Avoca, you’ll own the post‑sales technical relationship with our customers, bridging implementation details and ongoing account strategy. You’ll guide home service companies through onboarding and integration, advise on APIs, webhooks, and prompting configurations, and ensure they achieve measurable business outcomes on Avoca’s platform. You will be the trusted technical advisor who translates customer goals into scalable setups, drives adoption, and maintains long-term success.

This role is ideal for someone who thrives at the intersection of technical execution and customer strategy. You should be comfortable in customer-facing discussions, hands-on with integrations, and accountable for results.

What You’ll Do:

• Serve as the primary technical point of contact and trusted advisor post-implementation.
• Provide strategic guidance to customers, tailoring technical approaches to each customer’s goals, stack, and business model.
• Design and validate integrations (APIs, webhooks, data flows) in partnership with customer Operations, Product, and IT teams; troubleshoot issues and optimize performance.
• Configure and iterate on prompting and workflows to drive call handling quality, conversion rates, and revenue impacts.
• Conduct regular technical and business reviews to align objectives, measure KPIs, and identify new opportunities for value creation.
• Collaborate with Sales, Product, and Engineering to resolve technical challenges, provide structured feedback, and influence roadmap priorities.
• Build and maintain best practices, playbooks, and scalable success frameworks for integrations, prompting, and ongoing optimization.
• Manage multiple customer engagements simultaneously, balancing hands-on tactical execution with strategic guidance.
• Proactively manage stakeholder relationships across Operations, Product, Marketing, and Executive teams; communicate clearly with both technical and non-technical audiences.

What You’ll Bring:

• 2-5 years in startups in technical account management, solutions architecture, implementation, or technical customer success (or >4 years overall experience).
• CS/technical education or demonstrated fluency with APIs, webhooks, and integration patterns; ability to read and discuss payloads, auth models, and error handling.
• Experience configuring or advising on prompting, workflow logic, and system integrations in AI, SaaS, or enterprise software contexts.
• Exceptional communicator with strong presentation and facilitation skills; comfortable leading technical discussions and executive updates.
• Analytical mindset with the ability to tie customer KPIs (e.g., booking rates, lead qualification, speed-to-answer) to business outcomes.
• Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments; thrives on owning processes end-to-end.

Who You Are:

• You take ownership of outcomes, not just tasks. When a customer isn't seeing results, you investigate and act before being asked.
• You're a natural bridge-builder: equally energized by digging into API docs and presenting ROI to a customer's executive team.
• You think in systems. You see how a single integration choice cascades into call handling quality, booking rates, and revenue.
• You bring a builder's mentality. When you spot a gap in process or documentation, you fill it, not just for your accounts, but for the team.
• In-office, engaged, and eager to lead from the front at our NYC location full-time.

Benefits:

• Comprehensive medical, dental, and vision insurance.