Senior Technical Account Manager

Senior Technical Account Manager (TAM III) - 12 months Fixed Term Contract 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 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. Overview Senior Technical Account Manager (Sr. TAM) responsible for technical operational success for top-tier customers. You will serve as a trusted technical advisor and strategic partner, ensuring the flawless execution of their operational roadmap and the realization of exceptional value. Lead by example and coordinate global support resources to resolve critical issues with precision and urgency. 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 details of the customer environment, architecture, customizations, and technical roadmap for the LP implementation and 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. 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. 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. Bachelor's degree in a relevant field or equivalent practical experience. Our Benefits & Perks We are committed to supporting the complete well-being, health, family, and professional growth of our employees. Health & Wellbeing Health & Mental Support: Confidential and free Employee Assistance Program (EAP) for you and your direct family members. Time Away & Flexibility LP Care Days: 5 additional paid days per year for personal, family, or well-being needs. Financial & Growth Employee Stock Program (ESPP): Discount on company shares and the opportunity to share in LivePerson's success. Learning & Development: Programs to support ongoing growth and development. Workplace Flexibility Remote-First Model: Fully remote role with optional offices in Sydney for in-person collaboration. Why You’ll Love Working Here We celebrate diversity and empower our team to create impactful conversations globally. LivePerson is recognized as an innovative, beloved, and remote-friendly workplace by Fast Company, Newsweek, and BuiltIn. Belonging at LivePerson We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. All qualified applicants will be considered without regard to protected characteristics under Australian law. Accessibility Commitment LivePerson provides reasonable adjustments to job applicants with disabilities. Please inform your recruiting contact upon initial connection if you require an adjustment. Important Candidate Notice The talent acquisition team has been notified of phishing scams targeting candidates. Scammers may pose as hiring managers or recruiters. Any legitimate communication from LivePerson will come from an @liveperson.com email address. LivePerson does not ask for personal or financial information during the interview process. If you have questions, contact Seniority level: Mid-Senior level Employment type: Contract Job function: Sales and Business Development Industries: Software Development We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr