Senior Technical Account Manager

LivePerson (NASDAQ: LPSN) is a global leader in trustworthy and equal AI for business. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our Conversational Cloud platform to engage with millions of consumers safely and responsibly. We power a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Generative AI and Large Language Models for better business outcomes.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Every mind is invited to ask questions and actively seek new ways to achieve success and reach their full potential. We operate as one with a growth mindset. This means spotting opportunities, solving ambiguities and seeking effective solutions to challenges that make things better.

Overview:

The Technical Account Manager, a core part of the LP account team and is the technical success champion for top tier customers. You will be an important 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 through their use and expansion of the LP products and services, organize special event readiness, rally our teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.  

You will:

• Drive customer success on Day 2 through holistic and cross-functional technical initiatives.
• Build relationships with key customer stakeholders and sponsors.
• Maintain detailed knowledge of the customer's environment, architecture, and technical roadmap.
• Communicate operational updates, troubleshoot issues, and guide teams for issue resolution.
• Oversee support, product, and engineering deliverables based on Service level agreements and customer needs.
• Align the customer's business with LivePerson's product roadmap, including integrations through APIs and connectors.
• Conduct weekly and quarterly operational and business reviews with the brands.
• Participate in periodic internal account meetings and reviews, collaborating with account executives, professional services, and success management.
• Build wellness and special event readiness plans.
• Bring completeness and ongoing enhancements to alarm monitoring for the assigned brands.
• Communicate platform and feature issues to the brands promptly.
• Manage time flexibly to attend early and late-hour events, taking on-call shifts.
• Assume responsibility for participating in follow-the-sun customer engagements and crisis management.
• Provide and review post-mortem root cause analysis with customer stakeholders for any incidents promptly.
• Guide product improvements through ongoing feedback to Product Management.
• Be the customer's focal point for maintenance activities, change management, and bug fix releases.
• Develop technical capability to support customers moving to the next level of LP and industry technology.
• Be a focal point for all follow-up activities indicating product issues with the LP platform, such as accessibility or security audits.
• Coach other team members to enhance their skills and effectiveness.
• Ensure all deliverables are on time, follow the highest quality standards, and fulfill customer requirements.

You have:

• 5+ years of professional experience with a focus on Technical Account Management or Solution/Support Engineering for SaaS/CCaaS or web engagement companies, specifically supporting Fortune 500 customers.
• Hands-on experience with web and scripting technologies, along with an understanding of APIs/SDKs.
• Project management experience, and certification in this area is a plus.
• Proficient in data analysis and insights provision using SQL, NoSQL, and Data lake technologies.
• Experienced in managing multiple stakeholders, including C-suite executives, and while executing on multiple projects concurrently.
• Familiarity with cloud technologies and platform as a Service (PaaS).
• In-depth understanding of web technologies and associated support teams/processes.
• Can collaborate with multiple stakeholders and virtual teams simultaneously.
• Relationship and account management skills.
• Proficient in leading technical discussions on platform and product performance for the assigned brand.
• Experience using CRM tools, bug tracking tools, repositories, and log aggregation tools.
• Able to work effectively under pressure and meet tight deadlines.
• Flexibility to work non-standard hours, including holidays, nights, and weekends for crisis management of top accounts.
• Willingness to undertake on-call duties by the business.
• Available for travel to additional customer sites (up to 10%).
• BS/BA degree in a relevant field or have equivalent experience.

Benefits:

The salary range for this role will be between $95,000 to $125,000. Final compensation will be determined by a variety of factors, including, but not limited to, your location, skills, experience, education, and/or certifications. During the phone screening, the 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, vision and wellbeing.
• 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, native AI learning.
• Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts.
• #LI-Remote

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.