Technical Account Manager

Job description

ABOUT AVOCA Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, from booking jobs, qualifying leads, and driving higher revenue, all at a speed and consistency unmatched by human call centers. We're a Series B startup backed by Kleiner Perkins, Meritech Capital, General Catalyst, and other top-tier investors, with $125M raised and a $1B valuation. We grew 10x in 2025 and have scaled to 130+ employees in under two years across our NYC headquarters and Santa Barbara office. In a $1T+ market where 85% of missed calls go to competitors, we're building the category-defining platform for AI-driven customer engagement, serving the largest brands in home services. With high-energy, in-office teams in both locations, every hire here has an immediate and visible impact. ABOUT THE ROLE 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. - Requires flexibility to travel to client sites. 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 - Company-sponsored 401(k) through Vestwell - Flexible PTO plus U.S. federal holidays - Company-wide off-sites - Daily in-office lunch through Parkday - Dinner covered when working late - Commuter benefits and late-night rideshare - Standing desks and workspace accommodations available on request - All core tools and software provided Compensation: The expected base salary for this role is $130,000-$170,000 with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca’s total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process. WHY AVOCA At Avoca, you’ll be part of a team that’s building a category-defining company at the center of a massive market opportunity. We’re a fast-moving, collaborative team with a culture designed for builders who thrive on speed, iteration, and impact. Avoca provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.