Technical Account Manager II

LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

You’ll be successful at LivePerson if you are excited to build something from the ground up. You excel by finding daily opportunities to grow at the same pace as the technology we're building, and you build partnerships that improve our business. Likewise, you’re someone who sees feedback as a chance to learn and grow and believe decisions powered by data are the norm. You care about the wellbeing of others and yourself.

 
Overview:

We are looking for a dedicated, ambitious and self-driven Technical Account Manager. As a Technical Account Manager, you will work closely with our customers, build relationships with them and help them achieve their technical goals and overcome technical challenges.

You will: 

• Assist customers’ technical requests and take care of any technical issues 
• Build strong customer relationships, especially with key customer stakeholders and sponsors
• Always strive to provide an exceptional customer experience
• Manage customer expectations and lead them to customer satisfaction
• Make sure all deliverables arrive in good order, on time, and fulfill customers’ requirements
• Keep track of key account support metrics
• Communicate the progress to both internal and external stakeholders
• Take initiatives in identifying growth opportunities
• Collaborate with our team to achieve sustainable growth
• Oversee all customer engagement from initiation to resolution through ensuring progress by SLA and escalation 
• Provide constant transparency to open engagement status/progress 
• Responsible to ensure high customer satisfaction   
• Pre / Post-release deployment (CM)
• Customer Growth Enablement
• Crisis Management - service interruption POC
• Customer Advocacy
• Known Limitations Management
• Support Knowledge Transfer

You have:

• Good technical grasp of web/SaaS/PaaS technologies and the associated support teams/processes. For example do you understand micro services architecture, can you investigate if web page or API is not working as expected? 
• Experience in managing multiple stakeholders and projects
• A listener who is customer-oriented and attentive to their needs
• Critical thinker and problem-solving skills
• Team player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently
• Preferred experience of Technical Account Management or other relevant experience for a SaaS or web company
• Good time-management skills
• Great interpersonal and communication skills
• BSc/BA degree or equivalent preferred
• Experience in using software for service management such as Salesforce, etc.
• Ability to work under pressure and to tight deadlines.
• Availability for off-hours escalations
• Availability to travel to customer sites as required (up to 15%)

Benefits: 

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Native AI learning
• Additional: Food Vouchers, monthly phone and internet allowance.

Why you’ll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces. 

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. 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 a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection