Senior Technical Account Manager

LivePerson

2d•$108,000 - $135,000•Remote

About The Position

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

Requirements

Demonstrated Expertise: 7-10 years of professional experience in a Technical Account Management or related technical customer-facing roles within the SaaS/CCaaS or web engagement sectors, with a demonstrated focus on servicing Fortune 500 clients.
Education: Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, or a technical discipline) or equivalent practical experience.
Travel: Willingness to travel to customer sites as needed, up to 10% of the time, to strengthen client relationships.
Web & Scripting: Extensive hands-on experience with omnichannel, web, and scripting technologies.
Integration: Strong understanding of APIs/SDKs to facilitate support of integrations and customization.
Data Analysis: Proficiency in data analysis, including SQL/NoSQL/Data lake, to extract actionable insights and drive informed decision-making.
Tooling: Experience with CRM tools, bug tracking systems (e.g., Jira), repositories (e.g., Git), and log aggregation/monitoring tools (e.g., Splunk, DataDog).
Problem-Solving: Advanced critical thinking and problem-solving abilities to address intricate technical challenges and drive innovative solutions.
Communication: Exceptional verbal and written communication skills and a proven track record of successful relationship management, capable of translating complex technical concepts for C-level stakeholders.
Autonomy & Discipline: Self-motivated and adept at working autonomously with minimal supervision. Disciplined and committed to fulfilling on-call duties as necessitated by business demands, including flexibility to work non-standard hours (holidays, nights, weekends) for top account crisis management.
Leadership: Proficient in leading technical discussions related to platform and product performance, guiding internal teams towards customer-centric solutions.
Resilience: Ability to thrive under pressure and tight deadlines.

Responsibilities

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.
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.
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.

Benefits

Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
Wellness Resources: Access to wellbeing resources and programs including our EAP plan.
Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.
401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)
HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis
Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
Development: Access to internal professional development resources.
Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
Paid Public Holidays.
Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated WeWork space for those who wish to meet colleagues or collaborate in person.