Technical Account Manager II

Position Overview

• Location Type: Remote
• Job Type: Full-time
• Salary: Not specified

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

Role: Technical Account Manager (TAM)

The Technical Account Manager (TAM) is a role of the technical operational success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become 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.

Responsibilities

• Drive Day 2 technical operational success cross-functionally for assigned brands
• Build strong relationships with key customer stakeholders and account teams
• Maintain knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates
• Proactively communicate operational changes, bug fixes, and enhancements
• Be a hands-on troubleshooting generalist
• Guide cross-functional teams in resolving customer issues based on priorities
• Oversee support, product, and engineering deliverables aligned with SLAs
• Facilitate technical alignment with LivePerson's product roadmap
• Conduct detailed operational and business reviews to identify corrective and optimization opportunities
• Participate in internal account meetings, collaborating with teams
• Develop wellness and event readiness plans for brands
• Drive completeness and ongoing enhancements to the alarm monitoring of your brands
• Communicate platform and feature issues to brands promptly
• Assume on-call shifts to assist with company-wide major incident management
• Provide timely support for special events and crisis management as needed

Requirements

• (No specific requirements listed in the provided text)

Company Information

LivePerson (NASDAQ: LPSN) - https://www.liveperson.com/