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 is a role of the technical success champion for top tier customers who acts as a core part of the LP account team. You will be 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, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.  

• Drive technical success of your customers Day 2, holistically and cross-functionally
• Build relationships with key customer stakeholders, executives and sponsors for all assigned brands
• Maintain detailed knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates
• Ensure proactive customer outreach on all levels for operational alignment, including changes, bug fixes and enhancements
• Be a hands-on troubleshooting generalist, and guide cross-functional teams of subject-matter experts towards customer issue resolution based on the business impact and priorities of the customer
• Oversee support, product and engineering deliverables according to SLAs and customer needs
• Facilitate customer’s business alignment with the LivePerson product roadmap from the technical side, encapsulating integrations through API’s and connectors
• Own weekly and quarterly operational and business reviews with the brands
• Participate in periodic internal account meetings and reviews, collaborating with the account executives, professional services, success management
• Build and drive wellness and special event readiness plans
• Drive completeness and ongoing enhancements to the alarm monitoring of your brands 
• Be a reliable and timely communicator of platform and feature issues to your brands
• Manage one’s time in a flexible way to attend to early and late hour events
• Take on-call shifts to support your brands as needed 
• Assume responsibility to participate in follow the sun customer engagements as a special arrangement or for crisis management
• Provide and review post-mortem root cause analysis with the customer’s stakeholders for any incidents which occur in a timely manner
• Drive product improvements through ongoing feedback to Product Management
• Be the customer’s focal point for maintenance activities, change management, and bug fix releases
• Build and maintain  technical capability to be able to support customers moving to the next level of LP and industry technology
• 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 
• Make sure all deliverables are on time, adhere to the highest quality standards, and fulfill customers’ requirements

• 6+ years of professional related experience
• Experience in Technical Account Management or Solution/Support Engineering for a SaaS/CCaaS or web engagement company, supporting Fortune 500 customers
• Web and scripting technologies hands-on experience
• Good familiarity with APIs /SDKs
• Project management experience with certification is a plus
• Ability to analyze data and provide insights (SQL/NoSQL/Data lake)
• Experience managing multiple stakeholders (incl. C-suite) and projects
• Excellent verbal and written communication skills
• Familiarity with cloud technologies and PaaS
• Critical thinker and problem-solving skills
• Good understanding of web technologies and the associated support teams/processes
• Team player with the ability to work with multiple stakeholders and cross-organizational efforts with many different virtual teams concurrently
• Strong relationship and account management skills
• Require little to no supervision with ability to independently manage one’s time and tasks
• Show up and own any technical conversation on the platform and product performance for your brand
• Experience using CRM tools, bug tracking tools, repositories, and log aggregation tools
• Ability to work under pressure and tight deadlines
• Ability to work flexible hours, including holidays, nights, and weekends as and when needed for crisis management of the top accounts 
• Discipline to conduct on-call duties as needed by the business
• Available to travel to additional customer sites as required (up to 10%)
• BSc/BA degree in a relevant field or equivalent experience

• Health: Medical, Dental and EAP.
• Time away: 28 days holiday + up to 5 Care Days.
• Financial: Workplace Pension Scheme, Employee Stock Purchase Plan.
• Family: Paid Parental Leave, maternity support.
• Development: Native AI learning.
• Additional: Group life insurance, exclusive perks and discounts and more.
• #LI-Remote

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. 

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.