Technical Account Manager

August 30

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LivePerson

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Conversational AI that’s anything but artificial. Fast Company named us the #1 Most Innovative AI Company in the World.

Messaging • Automation • Bots & AI • Artificial Intelligence • Conversational AI

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• 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

Requirements

• Proven TAM 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, and vision • Time away: 28 vacation days • Additional: Food Vouchers, monthly phone and internet allowance. • #LI-Remote