[Remote] Senior Technical Account Manager (TAM III) - 12 months Fixed Term Contract at LivePerson

Australia

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Conversational AI, Digital Transformation, TechnologyIndustries

Requirements

Demonstrated expertise in Technical Account Management or related technical customer-facing roles within the SaaS/CCaaS or web engagement sectors, with a focus on servicing Fortune 500 clients
Extensive hands-on experience with omnichannel, web, and scripting technologies, coupled with a strong understanding of APIs/SDKs
Proficiency in data analysis, including SQL/NoSQL/Data lake, to extract actionable insights
Advanced critical thinking and problem-solving abilities to address intricate technical challenges and drive innovative solutions
Exceptional verbal and written communication skills and a proven track record of successful relationship management, fostering collaboration and instilling customer confidence and trust up to C-level
Self-motivated and adept at working autonomously with minimal supervision, effectively managing time and tasks to deliver exceptional results
Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours, including on-call duties, as required for top account crisis management
Willingness to travel to additional customer sites as needed, up to 10% of the time, to provide personalized support and strengthen client relationships

Responsibilities

Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives
Establish and nurture strong relationships with key customer stakeholders and account teams, including executive-level leadership
Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap for the LP implementation and its ecosystem
Act as a hands-on troubleshooting driver for complex issues, leading cross-functional teams to resolve challenges efficiently and effectively
Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction
Facilitate strategic alignment between customer requirements and the LivePerson product roadmap
Conduct detailed operational and business reviews to identify proactive, corrective, and optimization opportunities
Assume on-call shifts to assist with company-wide major incident management and provide timely support for special events and crisis management
Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders
Develop and refine the Technical Account Manager methodology to establish best practices and standards
Lead initiatives to mentor and develop team members, providing guidance and support to foster their professional growth

Skills

Key technologies and capabilities for this role

Technical Account ManagementCustomer Relationship ManagementStrategic PlanningTroubleshootingCross-Functional LeadershipCrisis ManagementConversational AITechnical RoadmapStakeholder ManagementArchitecture Knowledge

Questions & Answers

Common questions about this position

What is the duration of this contract position?

This is a 12 months fixed term contract position serving as maternity leave cover.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What experience is required for this Senior Technical Account Manager role?

Candidates need demonstrated expertise in Technical Account Management or related technical customer-facing roles within the SaaS/CCaaS or web engagement sectors, with a focus on servicing Fortune 500 clients, and extensive hands-on experience.

What does the company culture emphasize for this role?

The role emphasizes leadership by example, inspiring and guiding internal teams, mentoring team members for professional growth, and fostering strong relationships with customer stakeholders including executive-level leadership.

What makes a strong candidate for this Senior TAM position?

A strong candidate has expertise in technical account management for Fortune 500 clients in SaaS/CCaaS, hands-on troubleshooting skills, ability to lead cross-functional teams, and experience in strategic planning 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.

Land your dream remote job 3x faster with AI

Try Jobo Free