Senior Technical Account Manager (TAM III) - 12 months Fixed Term Contract

Senior Technical Account Manager (TAM III) - Maternity leave cover 12 months 

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. 

Overview: Senior Technical Account Manager (Sr. TAM)

As a Senior Technical Account Manager (Sr. TAM), you embody the epitome of technical operational success for our top-tier customers. You serve as a trusted technical advisor and strategic partner, ensuring the flawless execution of their operational roadmap and the realization of exceptional value. Your strategic insights and leadership ensure our top-tier customers receive unparalleled support and guidance, solidifying our position as their trusted partner for technical innovation. You will lead by example, inspiring and guiding internal teams and excelling in crisis management situations by coordinating 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 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.

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: We offer comprehensive support, including a confidential and free Employee Assistance Program (EAP) for professional counseling for you and your direct family members.

Time Away & Flexibility

• LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs.

Financial & Growth

• 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.

Workplace Flexibility

• 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.

Why You’ll Love Working Here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.

Belonging at LivePerson

We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law.

Accessibility Commitment

LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection.

Important Candidate Notice

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets.

Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information. If you have any questions and or concerns, please feel free to contact recruiting-lp@liveperson.com