Senior Technical Account Manager – Fixed Term Contract

October 23

Apply Now

Receive Emails with Similar Jobs

LivePerson

WebsiteLinkedInAll Job Openings

SaaS • B2B

LivePerson is a company that provides a dynamic platform for businesses to manage their digital connections through URL shortening and QR code generation. The platform offers solutions such as branded links, mobile links, and landing pages, with advanced analytics and tracking capabilities. LivePerson's technology is designed to enhance the user experience across various industries, including retail, consumer packaged goods, hospitality, media, technology, healthcare, and finance, among others. It empowers businesses to engage their audiences more effectively, providing tools for developers, marketing teams, and customer service to streamline communication and optimize customer interactions. Adopted by over 500,000 global customers, LivePerson connects millions of users monthly with its comprehensive digital connection solutions.

1001 - 5000 employees

Founded 1995

☁️ SaaS

🤝 B2B

💰 $2.3M Post-IPO Equity on 2012-06

📋 Description

• 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 its 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Health & Mental Support: We offer comprehensive support, including a confidential and free Employee Assistance Program (EAP) for professional counseling for you and your direct family members. • LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. • Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to share in LivePerson's success. • Learning & Development: We actively support your professional journey with robust programs for growth and learning development, ensuring you reach your full potential. • Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated offices in Sydney and Melbourne for those who wish to meet colleagues or collaborate in person.