Invoca

Implementation Specialist

• Design & Optimize Implementation Strategies: Develop new engagement models to support varying customer needs, from enterprise rollouts to strategic phased deployments. Improve and refine the methodology for complex implementations, ensuring scalability and efficiency. Identify themes and develop best practices to positively impact future implementations.
• Lead High-Touch, Enterprise Implementations: Build and establish strong relationships with enterprise customers, collaborating to understand business objectives and tailor implementation strategies. Oversee multi-phase implementations with complex technical integrations, ensuring timely completion and successful execution. Assist customers in deploying Invoca’s JavaScript, integrating with MarTech platforms, and optimizing workflows. Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks.
• Agentic AI Expertise: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer’s broader MarTech ecosystem.
• Executive Stakeholder Management: Facilitate steering committees, ensuring key stakeholders are aligned on project milestones, risks, and strategic goals. Act as a trusted advisor to customer executives, influencing decisions and ensuring project success.
• Resource Management: Maintain accurate project records, track milestones, and ensure adherence to implementation Service Level Objectives using project management and CRM tools.
• Executive Communication & Risk Mitigation: Proactively identify potential risks, dependencies, and roadblocks in enterprise projects, escalate as necessary, and develop mitigation strategies to ensure a positive implementation experience. Provide clear, data-driven reporting to executive leadership on implementation performance, customer adoption trends, and engagement impact.
• Cross-Functional Collaboration: Work closely with Sales, Sales Engineering, Product, and Customer Success teams to ensure smooth pre-sales to implementation transitions. Gather insights and advocate for enterprise customer needs with Product & Engineering, influencing feature enhancements and roadmap decisions.
• Global Market Alignment: Maintain an early-morning Central or Eastern Time (CT/ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers.

Senior Implementation Manager

Customer Success Manager

• Own and manage a portfolio of Healthcare customers, deeply understanding their business goals, patient-acquisition strategies, and operational challenges to drive engagement and success.
• Develop and execute strategic account plans that maximize adoption, retention, and expansion across each account.
• Use data-driven insights and automation tools (e.g., Gainsight, Salesforce) to deliver the right message to the right customer at the right moment.
• Apply AI in your day-to-day workflow – using AI-assisted tools to analyze account health, surface risks and opportunities, prepare business reviews, and personalize customer communications at scale – so you spend more time on high-value strategic work.
• Confidently articulate the value of Invoca’s AI-powered conversation intelligence to customers, translating platform capabilities into outcomes that matter to healthcare marketers, patient-access leaders, and contact center teams.
• Act as a strategic consultant, providing best practices and tailored solutions for each customer’s needs, with sensitivity to healthcare regulatory and privacy considerations (e.g., HIPAA/PHI handling).
• Lead customer training, business reviews, and enablement sessions through email, calls, and scheduled meetings.
• Proactively identify risks and opportunities, mobilizing internal teams (Sales, Product, Marketing, and Support) as needed.
• Advocate for customers internally, providing feedback that influences product development and innovation.
• Foster long-term relationships that drive high satisfaction, advocacy, and loyalty.

Data Engineer

• Own the end-to-end roadmap for Invoca's data platform and intelligence products
• Define and launch intelligence products – signals, scores, and insights – that create measurable value for both internal teams and paying customers
• Define how context is structured, staged, and delivered to AI agents across voice, SMS, and web – ensuring every interaction is grounded in the right data at the right time
• Own the intelligence and data products that other teams and customers use to build unique experiences on top of Invoca data
• Drive cross-team execution across teams working on the agentic platform, conversational AI products on voice and SMS, signals, and insights – managing dependencies, driving prioritization, and keeping work unblocked
• Build data applications and agents on our data lake that power product use cases across the business – from agent performance measurement to customer outcome analytics
• Partner with data engineers and ML teams to make principled tradeoffs across data freshness, coverage, latency, and cost
• Define success metrics for data products and continuously measure impact through adoption, coverage, agent performance, and quality signals
• Evaluate build vs. buy decisions for data infrastructure and guide vendor integrations behind stable, well-defined contracts
• Stay current on advancements in retrieval, grounding, and context injection patterns – translating signal into pragmatic product decisions

Senior Product Manager, Data Platform – Intelligence

Program Manager

• Own the end-to-end migration and architectural overhaul of user-facing documentation
• Audit, declutter, and structurally organize internal Confluence space
• Embed into engineering and product squads as a hands-on coach
• Champion product delivery infrastructure and maximize efficiency
• Drive operational alignment through planning and executing high-impact meetings
• Leverage product analytics to build robust analytical frameworks

Social Media Manager

• Be a hands-on creator of social media content, including posts, polls, native carousels, short-form video, multi-image posts, PDFs, infographics, and other high-performing social content. You bring a strong command of what formats drive engagement on each platform.
• Engage and grow our customer and partner community on social platforms.
• Identify emerging trends and opportunities, driving social-first pilots and experimenting with new content types and the latest social media innovations.
• Contribute to and execute against an overarching social media strategy, including always-on content, community engagement, influencer programs, and associated creative.
• Create and publish monthly content calendars in addition to bi-monthly planning, featuring input from different teams to ensure content is strategic and data-driven.
• Drive social campaigns, programs, and marketing initiatives, including a robust macro/micro-influencer program (including industry-specific, key media, analysts, investors, peers, and partners) to align with product launches and relevant trends/news.
• Drive internal comms social sharing to bring fresh content to the organization.
• Execute and report on integrated brand campaigns, working cross-functionally with various departments and GTM teams to translate brand campaign objectives into social-first content.
• Collaborate with the inbound demand generation and paid social team to create and deliver innovative, best-in-class organic social campaigns.
• Analyze social media performance, share meaningful insights, and actively suggest new ways to improve engagement across all platforms and emerging outlets.
• Maintain a deep understanding of social media metrics, data analysis, and key learnings as they relate to industry benchmarks and best practices.

Senior Implementation Manager

Customer Success Manager

Senior Product Manager, Data Platform – Intelligence

Program Manager

Social Media Content Creator