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 and 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 operational 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 Day 2 technical operational success cross-functionally for assigned brands 
  • Build strong relationships with key customer stakeholders and account teams
  • Maintain knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates
  • Proactively communicate operational changes, bug fixes, and enhancements
  • Be a hands-on troubleshooting generalist
  • Guide cross-functional teams in resolving customer issues based on priorities
  • Oversee support, product, and engineering deliverables aligned with SLAs
  • Facilitate technical alignment with LivePerson product roadmap
  • Conduct detailed operational and business reviews to identify corrective and optimization opportunities
  • Participate in internal account meetings, collaborating with teams
  • Develop wellness and event readiness plans for brands
  • Drive completeness and ongoing enhancements to the alarm monitoring of your brands 
  • Communicate platform and feature issues to brands promptly
  • 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
  • Drive product improvements through continuous feedback to Product Management

 

You have:

  • 4+ years of experience in Technical Account Management or related technical customer-facing experience in SaaS/CCaaS or web engagement for Fortune 500 clients.
  • Hands-on experience with web and scripting technologies, familiarity with APIs/SDKs
  • Data analysis expertise (SQL/NoSQL/Data lake).
  • Experience with cloud technologies and Platform as a Service (PaaS) solutions.
  • Excellent verbal and written communication skills, essential for effective client interactions.
  • Strong critical thinking and problem-solving abilities to address complex technical challenges.
  • Thorough understanding of omnichannel technologies and associated support teams/processes.
  • A team player mindset with the capability to collaborate effectively across various organizational levels and virtual teams.
  • Proven relationship management skills, fostering collaboration and partnership.
  • Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
  • Comfortable driving 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 and commitment to fulfilling on-call duties as necessitated by business demands.
  • Willingness to travel to additional customer sites as needed, up to 10% of the time.
  • Bachelor's degree in a relevant field or equivalent practical experience.

 

Benefits:  

  • Health: medical, dental, vision and wellbeing.
  • Time away: 15 days PTO, Public holidays as well 5 care days and 10 sick days.
  • Financial: ESPP, Basic life and AD&D insurance, long-term and short-term disability
  • Family: parental leave, maternity support, fertility services.
  • Development: Generous tuition reimbursement and access to internal professional development resources.
  • Additional: Health Service Navigator, Counseling Services & resources to help you and your family maintain overall good health and wellness
  • #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.



 

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in LivePerson’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.