[Remote] Senior Technical Account Manager at LivePerson

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, AI, Conversational AIIndustries

Requirements

Advanced technical expertise in conversational AI, customer environments, architecture, and customizations
Strong strategic partnership skills at executive level with key customer stakeholders
Experience driving cross-functional technical operational success, planning, and execution
In-depth knowledge of technical roadmap management, integration, and proactive communication of changes
Ability to conduct operational health checks, business reviews, wellness plans, and event readiness
Expertise in complex Tier 3/4 troubleshooting, crisis management, and leading cross-functional teams
Proficiency in coordinating global support, participating in war rooms, and on-call shifts for major incidents
Skills in SLA oversight, root cause analysis (RCA), and post-incident collaboration
Capability to develop alarm dashboards, monitoring systems, and process improvements
Leadership in mentorship, team development, and strategic alignment

Responsibilities

Establish and nurture executive-level relationships as trusted technical advisor for Conversational Cloud
Drive strategic planning and execution of technical initiatives aligned with customer objectives
Maintain detailed records of customer environment, architecture, customizations, and technical roadmap
Conduct operational health checks, business reviews, and develop/execute wellness and event readiness plans
Spearhead development and implementation of advanced TAM methodologies and emerging technologies
Lead hands-on troubleshooting for complex Tier 3/4 issues and resolve challenges cross-functionally
Manage crises by coordinating global resources, war rooms, and on-call shifts for critical incidents
Oversee support, product, and engineering services to meet SLAs and ensure customer satisfaction
Perform timely root cause analyses and follow-up on platform issues like accessibility or security audits
Develop alarm dashboards, enhance monitoring systems, mentor team members, and facilitate strategic alignment

Skills

Key technologies and capabilities for this role

Conversational AITechnical Account ManagementCustomer Relationship ManagementTechnical Roadmap ManagementEnterprise ArchitectureAI ImplementationStrategic PlanningCross-functional LeadershipData AnalyticsCloud Platforms

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is fully remote within the USA.

What are the key responsibilities of a Senior Technical Account Manager?

The role involves serving as the primary technical owner for strategic enterprise clients, driving technical roadmap execution, conducting operational health checks, leading complex troubleshooting, and fostering executive-level relationships.

What technical skills are required for this role?

The position requires advanced technical expertise in Conversational Cloud implementation, architecture, customizations, troubleshooting complex Tier 3/4 issues, and knowledge of emerging technologies.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for the Senior Technical Account Manager role?

Strong candidates will have advanced technical expertise, experience in strategic customer partnerships with enterprise clients like Fortune 500 brands, operational leadership skills, and the ability to lead complex projects and crisis management.

LivePerson

Digital customer engagement and communication tools

About LivePerson

LivePerson provides businesses with tools to engage with their customers through digital channels. Their main product, LiveEngage, facilitates real-time interactions via live chat, messaging, and AI-driven bots across various platforms like websites, mobile apps, and social media. LivePerson's subscription-based model allows clients to access a suite of tools, including APIs and SDKs, to manage customer interactions and analyze performance. Unlike competitors, LivePerson focuses on enhancing customer experience with features like "click to message" and "click to chat," which enable direct communication from digital platforms. The company's goal is to improve customer service and engagement for businesses, ultimately leading to increased sales and satisfaction.

New York City, New YorkHeadquarters

1995Year Founded

$40.5MTotal Funding

IPOCompany Stage

Data & Analytics, Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Paid Holidays

Parental Leave

Family Planning Benefits

Fertility Treatment Support

Professional Development Budget

Tuition Reimbursement

Wellness Program

Mental Health Support

Flexible Work Hours

Remote Work Options

Employee Stock Purchase Plan

Risks

Emerging AI platforms could erode LivePerson's market share with competitive pricing.

Rapid AI advancements may require significant R&D investment to maintain competitiveness.

Data privacy concerns and regulatory changes could impact LivePerson's operations.

Differentiation

LivePerson's Conversational Cloud platform offers seamless AI-driven customer engagement solutions.

The company partners with industry leaders like Telnyx to enhance real-time communication.

LivePerson's subscription-based model ensures a steady revenue stream from diverse industries.

Upsides

Increased adoption of AI-driven solutions boosts LivePerson's market presence.

Recognition in Inc.'s 2024 Power Partner Awards enhances LivePerson's B2B reputation.

Partnerships with companies like Capitec expand LivePerson's customer service capabilities.

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