Technical Account Manager II

 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 preferred
• Experience with CTI (Computer Telephony Integration) and understanding of telephony systems and events.
• Experience with CRMs such as Salesforce. Administration experience with Salesforce is a plus.
• Experience with Windows and Linux servers, installing and configuring server software, and evaluating server logs.
• 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.