Senior Technical Account Manager

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

• Position Overview

  As a Senior Technical Account Manager (Sr. TAM), you will be the primary technical owner for a dedicated portfolio of our most strategic, high-value enterprise clients, including Fortune 500 brands. You embody the epitome of technical operational success, serving as a trusted technical advisor and strategic partner. Your primary outcome is ensuring the maximum success and retention of thes top-tier customers by driving flawless execution of their operational roadmap, leading complex technical projects, and proactively optimizing their conversational AI solutions to realize exceptional business value.

  You Will: Key Responsibilities & Impact

  This role requires a blend of advanced technical expertise, strategic customer partnership, and operational leadership.

  Customer & Technical Ownership
  • Strategic Partnership: Establish and nurture strong, executive-level relationships with key customer stakeholders, serving as the trusted technical advisor for their Conversational Cloud implementation and ecosystem.
  • Proactive Planning & Execution: Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives to ensure alignment with customer objectives.
  • Technical Roadmap Management: Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap, ensuring seamless integration and proactive communication of operational changes, bug fixes, and enhancements.
  • Optimization & Wellness: Conduct detailed operational health checks and business reviews to identify proactive, corrective, and optimization opportunities, and develop/execute robust wellness and event readiness plans.
  • Innovation & Best Practice: Spearhead the development and implementation of advanced TAM methodologies, showcasing innovation within the function by driving the adoption of emerging technologies to enhance customer experience.
  Case Management & Resolution Leadership
  • Complex Troubleshooting: Act as the hands-on troubleshooting driver for complex Tier 3/4 issues, bringing technical knowledge about customers’ business flows and priorities, and leading cross-functional teams to resolve challenges efficiently and effectively.
  • Crisis Management: Excel in crisis management situations, seamlessly coordinating global support resources, participating in customer war rooms, and assuming on-call shifts to resolve critical and company-wide major incidents with precision and urgency.
  • SLA Oversight: Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction.
  • Root Cause Analysis (RCA): Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders.
  • Platform Follow-up: Be the focal point for all follow-up activities indicating product issues with the LP platform, such as accessibility or security audits.
  Process Improvement & Team Leadership
  • Monitoring & Alarming: Develop sophisticated alarm dashboards and drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
  • Mentorship: Lead initiatives to mentor and develop team members, providing guidance and support to foster professional growth and success.
  • Strategic Alignment: Facilitate strategic alignment between customer requirements and the LivePerson product roadmap, acting as a subject matter expert on industry trends and emerging technologies.
  You Have: Required Skills & QualificationsProfessional Experience & Education
  • Demonstrated Expertise: 7-10 years of professional experience in a Technical Account Management or related technical customer-facing roles within the SaaS/CCaaS or web engagement sectors, with a demonstrated focus on servicing Fortune 500 clients.
  • Education: Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, or a technical discipline) or equivalent practical experience.
  • Travel: Willingness to travel to customer sites as needed, up to 10% of the time, to strengthen client relationships.
  Technical Expertise
  • Web & Scripting: Extensive hands-on experience with omnichannel, web, and scripting technologies.
  • Integration: Strong understanding of APIs/SDKs to facilitate support of integrations and customization.
  • Data Analysis: Proficiency in data analysis, including SQL/NoSQL/Data lake, to extract actionable insights and drive informed decision-making.
  • Tooling: Experience with CRM tools, bug tracking systems (e.g., Jira), repositories (e.g., Git), and log aggregation/monitoring tools (e.g., Splunk, DataDog).
  Attributes & Mindset
  • Problem-Solving: Advanced critical thinking and problem-solving abilities to address intricate technical challenges and drive innovative solutions.
  • Communication: Exceptional verbal and written communication skills and a proven track record of successful relationship management, capable of translating complex technical concepts for C-level stakeholders.
  • Autonomy & Discipline: Self-motivated and adept at working autonomously with minimal supervision. Disciplined and committed to fulfilling on-call duties as necessitated by business demands, including flexibility to work non-standard hours (holidays, nights, weekends) for top account crisis management.
  • Leadership: Proficient in leading technical discussions related to platform and product performance, guiding internal teams towards customer-centric solutions.
  • Resilience: Ability to thrive under pressure and tight deadlines.

The base salary range for this role will be between $108,000 to $135,000 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.

We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees.

• Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.

Wellness Resources: Access to wellbeing resources and programs including our EAP plan.Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.

• 401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)

HSA & FSA Plans:  To help you plan for health related expenses on a pre-tax basis

• Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
• Additional Insurances: Basic and supplemental  life insurance,  Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
• Development: Access to internal professional development resources.

• Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
• Paid Public Holidays.
• Generous Parental Leave Policy: Including maternity/paternity support and fertility services.

• Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.

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. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space.

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer (EOE). We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by US Federal, State, or Local law.

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable accommodations to job applicants with disabilities. Applicants who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [email protected]