Technical Account Manager - II

November 14

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LivePerson

WebsiteLinkedInAll Job Openings

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

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. • The Technical Account Manager (TAM) is a role of the technical operational success champion for top tier customers. • 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. • Build strong relationships with key customer stakeholders and account teams. • Proactively communicate operational changes, bug fixes, and enhancements. • Be a hands-on troubleshooting generalist. • 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.

Requirements

• 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