Senior Technical Account Manager

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. 

Overview:

As a Senior Technical Account Manager (Sr TAM), you embody the epitome of technical operational success for our top-tier customers. Within the LP account team, you serve as a trusted technical advisor and strategic partner, ensuring flawless execution of their operational roadmap and exceptional value realization. Your proactive support initiatives and seasoned expertise empower customers to fully leverage LP products and services. You lead by example, inspiring and guiding internal teams to prioritize customer wellness and success. Your ability to conduct comprehensive health checks, develop sophisticated alarm dashboards, and orchestrate troubleshooting of complex issues sets the standard for technical excellence within our organization. Furthermore, you excel in crisis management situations, seamlessly coordinating global support resources and participating in customer war rooms to resolve critical issues with precision and urgency. Your strategic insights and leadership ensure that our top-tier customers receive unparalleled support and guidance, solidifying our position as their trusted partner for technical innovation and success.

You will: 

• 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 the ecosystem.
• Proactively communicate and coordinate operational changes, bug fixes, and enhancements to customers, ensuring transparency and alignment with business objectives.
• Act as a hands-on troubleshooting driver for complex issues, bringing technical knowledge and expertise about customer’s business flows and priorities, 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 LivePerson product roadmap.
• Conduct detailed operational and business reviews to identify proactive corrective and optimization opportunities.
• Develop and execute wellness and event readiness plans tailored to customer needs.
• Drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
• Assume on-call shifts to assist with company-wide major incident management.
• Provide timely support for special events and crisis management as needed for the business.
• Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders.
• Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits.
• Develop and refine TAM methodology, establishing best practices and standards.
• Showcase innovation within the TAM function, driving the adoption of emerging technologies and best practices to enhance customer experience and operational efficiencies.
• Lead initiatives to mentor and develop team members, providing guidance and support to foster their professional growth and success within the organization.

You have:

• 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 to facilitate support of integrations and customization.
• Proficiency in data a