Senior 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, 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:

As a Senior Technical Account Manager (Sr TAM), you embody the epitome of technical operational success for our top-tier customers. Within the LP account team, you serve as a trusted technical advisor and strategic partner, ensuring flawless execution of their operational roadmap and exceptional value realization. Your proactive support initiatives and seasoned expertise empower customers to fully leverage LP products and services. You lead by example, inspiring and guiding internal teams to prioritize customer wellness and success. Your ability to conduct comprehensive health checks, develop sophisticated alarm dashboards, and orchestrate troubleshooting of complex issues sets the standard for technical excellence within our organization. Furthermore, you excel in crisis management situations, seamlessly coordinating global support resources and participating in customer war rooms to resolve critical issues with precision and urgency. Your strategic insights and leadership ensure that our top-tier customers receive unparalleled support and guidance, solidifying our position as their trusted partner for technical innovation and success.

You will: 

• Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives.
• Establish and nurture strong relationships with key customer stakeholders and account teams, including executive level leadership.
• Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations and technical roadmap for the LP implementation and the ecosystem.
• Proactively communicate and coordinate operational changes, bug fixes, and enhancements to customers, ensuring transparency and alignment with business objectives.
• Act as a hands-on troubleshooting driver for complex issues, bringing technical knowledge and expertise about customer’s business flows and priorities, leading cross-functional teams to resolve challenges efficiently and effectively.
• Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction.
• Facilitate strategic alignment between customer requirements and LivePerson product roadmap.
• Conduct detailed operational and business reviews to identify proactive corrective and optimization opportunities.
• Develop and execute 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.
• Develop and refine TAM methodology, establishing best practices and standards.
• Showcase innovation within the TAM function, driving the adoption of emerging technologies and best practices to enhance customer experience and operational efficiencies.
• Lead initiatives to mentor and develop team members, providing guidance and support to foster their professional growth and success within the organization.

You have:

• Demonstrated expertise in Technical Account Management or related technical customer-facing roles within the SaaS/CCaaS or web engagement sectors, with a focus on servicing Fortune 500 clients.
• Extensive hands-on experience with omnichannel, web and scripting technologies, coupled with a strong understanding of APIs/SDKs to facilitate support of integrations and customization.
• Proficiency in data analysis, including SQL/NoSQL/Data lake, to extract actionable insights and drive informed decision-making.
• Advanced critical thinking and problem-solving abilities to address intricate technical challenges and drive innovative solutions.
• Exceptional verbal and written communication skills and proven track record of successful relationship management, fostering collaboration and partnership across various organizational levels up to C-level.
• Self-motivated and adept at working autonomously with minimal supervision, effectively managing time and tasks to deliver exceptional results.
• Proficient in leading technical discussions related to platform and product performance, guiding internal teams towards customer-centric solutions.
• Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools, facilitating streamlined workflow management and issue resolution.
• 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.
• Disciplined and committed to fulfilling on-call duties as necessitated by business demands, ensuring continuous support availability.
• Spearhead the development and implementation of advanced TAM methodologies.
• Mentor and coach TAMs, fostering a culture of growth mindset and innovation.
• Act as a subject matter expert on industry trends and emerging technologies, provide insights and recommendations to both internal stakeholders and clients.
• Willingness to travel to additional customer sites as needed, up to 10% of the time, to provide personalized support and strengthen client relationships.
• Bachelor's degree in a relevant field or equivalent practical experience, demonstrating a strong foundation in technical and business principles.

Benefits (United States): The salary range for this role will be between $110,000 to $130,000 USD. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: tuition reimbursement and access to internal professional development resources.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts

Why you’ll love working here: 

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. 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.

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