Convey

Technical Account Manager

• Act as primary technical liaison, providing real-time updates and issue resolution.
• Troubleshoot and resolve customer cases, file processing delays, and system performance issues.
• Coordinate with Cloud Ops and Engineering to execute customer tasks and resolve technical issues.
• Support Customer Success Managers in QBRs, executive presentations, and account strategy.
• Track customer enhancements, deliver reports/dashboards, and monitor incident response.
• Lead training/workshops to improve customer knowledge of products.

Vice President

• Develop and implement program and project standards, SLA’s, metrics, KPI’s, documentation, communication, training and adoption of all program/project management processes
• Oversee the management of technical implementation projects to ensure the technology and processes implemented will scale effectively and support the needs and growth of the organization
• Utilize a hands-on approach to step in and directly manage enterprise projects through the implementation lifecycle
• Directly manage a team of Technical Project Managers and/or Program Managers and define success criteria/metrics within the project management practice
• Drive resource allocations, project margins and revenue
• Lead a weekly forecasting call and provide updates on weekly planned vs forecasted revenue
• Host training and formalized lessons learned/postmortems to ensure all learns are applied to future programs/projects
• Ensure all programs and technical projects are executed in accordance with standardized methodology, ensuring value delivery is efficient and aligned with organization policies and SLA’s
• Create effective resource allocation/capacity planning and staffing processes to support business and technology growth
• Utilize project plans, status reports, proactive risk and change management, budgeting tools and scope management to ensure projects are delivered on time, with high quality and within budget and scope
• Formulate project goals, identify key stakeholders, and manage relationships by establishing a clear stakeholder communication plan (project reports, summaries, and steering committees)
• Establish criteria for successful project delivery and ensure standards are met as it relates to all project phases including planning, design, configuration, validation, deployment and hypercare
• Maintain Project Management & onboarding documentation in a formalized structure aligned with organization policies
• Directly manage project activities through project plans and project management best practices, assign tasks to cross functional matrixed resources, provide guidance to personnel responsible for specific functions or phases of the project and manages risk
• Develop policies, procedures, and guidelines for the management of all aspects of IT projects and project administration
• Effectively drive resolution of escalations with the appropriate customer and internal resources, partner cross-functionally with both internal and external business stakeholders to ensure deliverables are met
• Help build a best-in-class international Professional Services team via documentation creation, process improvements, and training
• Achieve core KPI goals set in the areas of project commencement, cycle time, revenue, CSAT, and utilization

VP of Professional Services

Strategy

• Lead and manage cross-functional strategic programs that impact Customer Operations and the broader organization.
• Partner closely with Customer Success, Support, Professional Services, Product, Engineering, and other teams to ensure alignment on strategic priorities and execution.
• Act as a trusted advisor to the SVP of Customer Operations, driving key initiatives and preparing leadership updates.
• Own the planning and execution of strategic priorities, including communication, change management, and process improvement.
• Facilitate and drive effective leadership meetings, ensuring clear outcomes, accountability, and follow-up actions.
• Provide structure, organization, and rigor in day-to-day execution across multiple programs simultaneously.
• Anticipate risks, surface critical issues, and drive resolution by bringing the right stakeholders together.
• Champion a culture of operational excellence, accountability, and continuous improvement.

Senior Manager, Strategic Projects

Pre-sales Engineer

• Product Demonstrations: Deliver clear, engaging, and tailored demonstrations of our SaaS platform, showcasing how our solutions address client pain points and business goals.
• Technical Sales Support: Participate in sales meetings to provide technical insight and assist in addressing customer questions about product capabilities, architecture, and integration.
• Pre-Sales Solution Configuration: Assist in designing and configuring solution components based on customer requirements, ensuring alignment with Convey’s capabilities.
• Technical Documentation: Support the creation of documentation such as proposals, product overviews, and basic technical collateral used in the sales process.
• Customer Feedback Gathering: Document feedback and observations from client interactions and share them with the product and engineering teams to support product improvement.
• Competitive Awareness: Maintain general awareness of competitive products and assist the team in identifying how our offering stands out in key areas.
• Team Collaboration: Work closely with Enterprise Sales Executives, VP of Pre-Sales Engineering, and the broader sales team to support ongoing deals and improve internal processes.
• Learning & Enablement: Continuously build product knowledge and industry awareness through training, shadowing senior team members, and participating in team enablement sessions.

Presales Engineer

Operations

• Monitor real-time alerts and dashboards (AWS CloudWatch, Datadog, SQS, alert channels)
• Acknowledge and respond to automated alarms within SLA
• Perform initial incident assessment and impact analysis
• Escalate issues to Tier 2 teams with clear, actionable context
• Follow established SOPs and incident response runbooks
• Access servers via approved, read-only SSH
• Analyze application and system logs to identify error patterns and anomalies
• Capture evidence (logs, screenshots, timestamps) during incidents

Operations Center Specialist

Financial Planning and Analysis

• Own and manage the company-wide forecast in partnership with cross-functional leaders
• Perform monthly variance analysis (actuals vs. budget and prior periods)
• Report financial results to internal and external stakeholders to enhance visibility
• Support sales with deal and profitability analysis to drive high-quality revenue
• Implement and track standard SaaS KPIs against industry benchmarks
• Provide ad hoc financial analysis to support business needs

Technical Account Manager

VP of Professional Services

Senior Manager, Strategic Projects

Presales Engineer

Operations Center Specialist

Financial Analyst