Solutions Architect
IT · Full-time
Solutions Architect
Location: San Francisco, CA (in-office)
About Convey
Convey builds AI teammates that run critical operations, whether it's ingesting orders, trafficking complex ad campaigns, or preparing customer reports. We believe a company's best people shouldn't be bottlenecked by manual execution. By delegating the daily grind to reliable digital teammates, operators are freed to focus on strategy, relationships, and the complex work that actually moves the business forward. We are building the era of the 100x operator.
We already have dozens paying customers, including recognizable logos like NBC Universal, TelevisaUnivision, and Dow Jones, and are growing at an exciting clip. We're looking for a dynamic, customer-focused individual to join us. Convey raised a $38M Series A from Andreessen Horowitz, and is backed by top VCs like Khosla Ventures, PearVC, SVAngel, and more.
About the role
Convey is hiring a Technical Account Manager to help customers successfully run their operations with AI teammates.
This is not a support role. You will absolutely help customers troubleshoot issues when they arise. But the core of the job is broader and more important than that: helping customers adopt Convey effectively, structure the right workflows, achieve their goals, and get increasing value from the product over time.
Our customers are typically non-technical operators and business leaders. Their questions are not just “what button do I click?” Often, the real question is: how should I approach this problem in the first place? How should this workflow be structured? What is the best way to use Convey to get to the desired outcome?
You will work directly with customers across onboarding, activation, troubleshooting, and ongoing enablement. Sometimes that means jumping on a live call to debug an issue. Sometimes it means helping a user think through how to build the right workflow. Sometimes it means noticing that someone has gone quiet, that adoption has stalled, or that a project is off track, and stepping in before it becomes a bigger problem.
This is an early-stage, high-ownership role. You will not just execute a playbook, you will help build it. We want someone who is excited to work closely with customers, partner deeply with product and engineering, and design better systems for how Convey supports customers at scale.
Responsibilities
Given a customer’s key goals and initiatives, guide the executive champion and customer working team to leverage Convey to achieve meaningful operational outcomes
Help non-technical users architect solutions appropriately and optimally
Troubleshoot issues across workflows, integrations, data, prompts, and AI behavior
Join calls ad hoc or regularly with customers to deep dive into issues and build trust
Respond to customer inbound questions, maintaining a tight SLA and a high bar for correctness and thoughtfulness
Coach customers so they can learn to resolve their own problems and enact the right best practices themselves wherever possible
Proactively monitor customer engagement and identify when users or projects may be off track
Reach out before issues escalate, and surface risks or blockers to both customer champions and internal teammates
Build strong customer relationships and deepen trust as a representative of the company
Improve how we follow up with customers, track open work, and create a more consistent enablement motion
Improve internal tooling and infrastructure to manage projects, track metrics, and scale the process using AI
Distill product insights, identify bugs, and partner with the product and engineering team to improve the core offering
Expand and improve our internal knowledge base
Exceptional Candidates Have:
A track record of technical or support engineering work with a real instinct for architecture, project management, and debugging
Experience working directly with customers and building deep relationships with them
The ability to reason about many moving parts at once: APIs, integrations, data, logs, automated workflows, as well as the overarching project and goal.
Experience building or improving operational processes, systems, or internal tooling, ideally using AI
Experience interfacing with internal product and engineering teams
Comfort operating in ambiguity and helping define a function at an early-stage company
Additional Information
Culture is high-ownership, high-intensity, and customer-focused.