Technical Account Manager

Job Description

Liveperson is an expert based culture, built on the drive and passion of smart people! Our business is growing and we are looking for people like you!

LivePerson is the global leader in conversational commerce solutions and we aim to make life easier by transforming how people communicate with brands. Our 18,000 customers, including leading brands like Citibank, HSBC, Orange, Virgin Atlantic, RBS and Liberty Global, use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their millions of consumers.

Over the next three years, our goal is to transform the 268 billion analogue phone calls between a brand and its consumers to digital on the LiveEngage platform. By doing this, we enable consumers to get back time and experience a more connected relationship with the brand in which sales, service, marketing, branches, stores, and contact centre’s become a unified experience.

The successful candidate has an opportunity to join a highly outstanding team within a fast-paced and successful organisation.

On-Site Technical Account Manager Job Description We are looking for a dedicated, ambitious and self-driven Technical Account Manager that will work out of our customers’ location. As an On-Site Technical Account Manager, you will work closely with your designated customer, build relationships with the different stakeholders and technical teams, partner on different initiatives and help to achieve technical goals and overcome various technical challenges.

Technical Account Manager duties and responsibilities

• Assist with the customers’ technical requests and take care of any technical issues, responsible for all customer engagements from initiation to resolution through ensuring progress by SLA and escalation
• Build strong customer relationships, including key customer stakeholders and sponsors
• Always strive to provide an exceptional customer experience
• Manage customer expectations and lead them to customer satisfaction
• Make sure all deliverables are on time, adhere to the highest quality standards and fulfill customers’ requirements
• Keep track of key account support metrics
• Attend weekly meetings and quarterly reviews
• Take initiatives in identifying growth opportunities
• Provide constant transparency to an open engagement status/progress while communicating progress to both internal and external stakeholders
• Pre / Post-release deployment management
• Manage high priority incidents and work with internal/external teams towards full resolution
• Provide post-mortem root cause analysis
• Take ownership of technical issues and partner with the LivePerson SME’s team to resolve high-complexity issues as necessary
• Provide ongoing feedback on product usability to the Product House
• Stay current with the maintenance activities, change management, and bug fix releases

Technical Account Manager requirements and qualifications

• A proven track record of Technical Account Management or System/Support Engineering for a SaaS or Web company
• HTML / CSS / JavaScript knowledge and SQL
• Web troubleshooting experience
• Familiarity with API’s /SDK’s
• Ability to analyze data and provide insights
• Experience in managing multiple stakeholders and projects
• Excellent verbal and written communication skills
• Critical thinker and problem-solving skills
• Good understanding of web technologies and the associated support teams/processes
• Team player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently
• Good time-management skills
• Require little to no supervision
• Experience in using software for sales management such as Salesforce, etc.
• Ability to work under pressure and tight deadlines.
• Available for off-hours escalations
• Available to travel to additional customer sites as required (up to 15%)
• BSc/BA degree in a relevant field or equivalent experience

We care about you. LivePerson works hard to create a positive employee experience. Your life outside of the office is important to us. We support our teams with competitive benefits and paid time-off that enables our family to take the time they need to recharge.

We want you to feel part of our LivePerson family.
Team events, daily snacks and happy hours on occasion will help you settle quickly into your new workplace.

You can read more about LivePerson and Our Principles here - https://www.liveperson.com/company/#guiding-principals

Our company believes equal opportunities for both genders is something that has been overlooked for too long.
To shake up the industry, LivePerson CEO Robert Locascio recently launched the Equal AI initiative - established to focus efforts on eradicating gender bias in AI engineering. We are also keen on getting women enthusiastic about software engineering by sponsoring “WomenHack” and “Female’s Favor{IT}e Conference” events globally.

LivePerson provides equal employment opportunity without regard to an applicant’s race, color, age, national origin, religion, sex, gender identity or expression, sexual orientation, veteran status, disability, pregnancy, genetic information, or any other status protected under applicable law.