Technical Account Manager II

Job Description

• Drive Day 2 technical operational success cross-functionally for assigned brands.
• Build strong relationships with key customer stakeholders and account teams.
• Maintain knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates.
• Proactively communicate operational changes, bug fixes, and enhancements.
• Be a hands-on troubleshooting generalist.
• Guide cross-functional teams in resolving customer issues based on priorities.
• Oversee support, product, and engineering deliverables aligned with SLAs.
• Facilitate technical alignment with LivePerson's product roadmap.
• Conduct detailed operational and business reviews to identify corrective and optimization opportunities.
• Participate in internal account meetings, collaborating with teams.
• Develop wellness and event readiness plans for brands.
• Drive completeness and ongoing enhancements to the alarm monitoring of your brands.
• Communicate platform and feature issues to brands promptly.
• Assume on-call shifts to assist with company-wide major incident management.
• Provide timely support for special events and crisis management as needed for the business.
• Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders.
• Be the focal point for all follow-up to activities that indicate product issues with the LP platform, such as accessibility or security audits.
• Be a coach to other team members.
• Drive product improvements through continuous feedback to Product Management.

• Proven TAM or related technical customer-facing experience in SaaS/CCaaS or web engagement for Fortune 500 clients.
• Hands-on experience with web and scripting technologies, familiarity with APIs/SDKs.
• Data analysis expertise preferred (SQL/NoSQL/Data lake).
• Experience with cloud technologies and Platform as a Service (PaaS) solutions.
• Excellent verbal and written communication skills, essential for effective client interactions.
• Strong critical thinking and problem-solving abilities to address complex technical challenges.
• Thorough understanding of omnichannel technologies and associated support teams/processes.
• A team player mindset with the capability to collaborate effectively across various organizational levels and virtual teams.
• Proven relationship management skills, fostering collaboration and partnership.
• Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
• Comfortable driving technical discussions related to platform and product performance.
• Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
• Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours, including holidays, nights, and weekends as required, particularly for top account crisis management.
• Discipline and commitment to fulfilling on-call duties as necessitated by business demands.
• Willingness to travel to additional customer sites as needed, up to 10% of the time.
• Bachelor's degree in a relevant field or equivalent practical experience.

• Medical, dental, vision and wellbeing benefits.
• 15 days PTO, Public holidays as well 5 care days and 10 sick days.
• ESPP, Basic life and AD&D insurance, long-term and short-term disability.
• Parental leave, maternity support, fertility services.
• Access to internal professional development resources.