Senior Technical Account Manager

Location: [Remote, USA] 

Remote Status: Fully Remote (#LI-Remote)

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.

• Position Overview

  As a Senior Technical Account Manager (Sr. TAM), you will be the primary technical owner for a dedicated portfolio of our most strategic, high-value enterprise clients, including Fortune 500 brands. You embody the epitome of technical operational success, serving as a trusted technical advisor and strategic partner. Your primary outcome is ensuring the maximum success and retention of thes top-tier customers by driving flawless execution of their operational roadmap, leading complex technical projects, and proactively optimizing their conversational AI solutions to realize exceptional business value.

  You Will: Key Responsibilities & Impact

  This role requires a blend of advanced technical expertise, strategic customer partnership, and operational leadership.

  Customer & Technical Ownership

  • Strategic Partnership: Establish and nurture strong, executive-level relationships with key customer stakeholders, serving as the trusted technical advisor for their Conversational Cloud implementation and ecosystem.
  • Proactive Planning & Execution: Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives to ensure alignment with customer objectives.
  • Technical Roadmap Management: Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap, ensuring seamless integration and proactive communication of operational changes, bug fixes, and enhancements.
  • Optimization & Wellness: Conduct detailed operational health checks and business reviews to identify proactive, corrective, and optimization opportunities, and develop/execute robust wellness and event readiness plans.
  • Innovation & Best Practice: Spearhead the development and implementation of advanced TAM methodologies, showcasing innovation within the function by driving the adoption of emerging technologies to enhance customer experience.

  Case Management & Resolution Leadership

  • Complex Troubleshooting: Act as the hands-on troubleshooting driver for complex Tier 3/4 issues, bringing technical knowledge about customers’ business flows and priorities, and leading cross-functional teams to resolve challenges efficiently and effectively.
  • Crisis Management: Excel in crisis management situations, seamlessly coordinating global support resources, participating in customer war rooms, and assuming on-call shifts to resolve critical and company-wide major incidents with precision and urgency.
  • SLA Oversight: Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction.
  • Root Cause Analysis (RCA): Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders.
  • Platform Follow-up: Be the focal point for all follow-up activities indicating product issues with the LP platform, such as accessibility or security audits.

  Process Improvement & Team Leadership

  • Monitoring & Alarming: Develop sophisticated alarm dashboards and drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
  • Mentorship: Lead initiatives to mentor and develop team members, providing guidance and support to foster professional growth and success.
  • Strategic Alignment: Facilitate strategic alignment between customer requirements and the LivePerson product roadmap, acting as a subject matter expert on industry trends and emerging technologies.

  You Have: Required Skills & Qualifications

  Professional Experience & Education

  • Demonstrated Expertise: 7-10 years of professional experience in a Technical Account Management or re