Technical Account Manager

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Technical Account Manager (TAM) is a role of the technical success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become a key advisor and partner to your assigned customers to ensure value realization and execution of their technical roadmap. You will have a proactive outlook to steer the customers successfully through their use and expansion of the LP products and services, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.  

You will: 

• Drive technical success cross-functionally for assigned brands.
• Establish and nurture strong relationships with key customer stakeholders and account teams, including executive level leadership.

• Maintain knowledge and record the details of the customer environment, architecture, customizations and technical roadmap for the LP implementation and the ecosystem. 
• Proactively communicate operational changes, bug fixes, and enhancements to customers.

• Serve as a hands-on troubleshooting facilitator for complex issues.
• Lead cross-functional teams in resolving customer issues based on strategic and operational business priorities.
• Oversee delivery of support, product, and engineering services as per SLAs and as committed.
• Facilitate strategic alignment between customer requirements and LivePerson product roadmap.
• Conduct detailed operational and business reviews to identify proactive corrective and optimization opportunities.
• Develop wellness and event readiness plans tailored to customer needs.
• Drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
• Assume on-call shifts to assist with company-wide major incident management
• Provide timely support for special events and crisis management as needed for the business.
• Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders.
• Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits.
• Be a coach to other team members. 

You have:

• Proven experience in Technical Account Management or Solution/Support Engineering within SaaS/CCaaS or web engagement sectors, specifically supporting Fortune 500 clients.
• 2-4+ years of hands-on expertise in web and scripting technologies, with a strong understanding of APIs/SDKs.
• Project management experience is highly valued, with certifications being a plus.
• Proficiency in data analysis, including SQL/NoSQL/Data lake, to provide valuable insights.
• Excellent verbal and written communication skills
• Familiarity with cloud technologies and PaaS solutions
• Strong critical thinking and problem-solving abilities to address complex technical challenges.
• Team player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently.
• Proven relationship and account management skills, ensuring client satisfaction and retention.
• Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
• Show up and own any technical conversation pertaining to the platform and product performance for your brand
• Comfortable engaging in technical discussions related to platform and product performance.
• Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
• Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours including holidays, nights, and weekends as required, particularly for top account crisis management.
• Discipline to conduct on-call duties as required by the business
• Available to travel to additional customer sites as required (up to 10%)
• BSc/BA degree in a relevant field or equivalent experience

Benefits:  

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Generous tuition reimbursement and access to internal professional development resources. 
• Additional: Food Vouchers.
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.