LivePerson · 1 day ago
Senior Technical Account Manager
United States
Full-time
Remote
Mid, Senior Level
$108K/yr - $135K/yr
7+ years expLivePerson is a leader in trusted enterprise conversational AI and digital transformation, seeking a Senior Technical Account Manager to serve as the primary technical owner for high-value enterprise clients. The role involves establishing strong customer relationships, managing technical roadmaps, and leading complex projects to ensure customer success and retention.
Artificial Intelligence (AI)Business IntelligenceCustomer ServiceInternetSoftware
Responsibilities
Establish and nurture strong, executive-level relationships with key customer stakeholders, serving as the trusted technical advisor for their Conversational Cloud implementation and ecosystem
Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives to ensure alignment with customer objectives
Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap, ensuring seamless integration and proactive communication of operational changes, bug fixes, and enhancements
Conduct detailed operational health checks and business reviews to identify proactive, corrective, and optimization opportunities, and develop/execute robust wellness and event readiness plans
Spearhead the development and implementation of advanced TAM methodologies, showcasing innovation within the function by driving the adoption of emerging technologies to enhance customer experience
Act as the hands-on troubleshooting driver for complex Tier 3/4 issues, bringing technical knowledge about customers’ business flows and priorities, and leading cross-functional teams to resolve challenges efficiently and effectively
Excel in crisis management situations, seamlessly coordinating global support resources, participating in customer war rooms, and assuming on-call shifts to resolve critical and company-wide major incidents with precision and urgency
Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction
Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders
Be the focal point for all follow-up activities indicating product issues with the LP platform, such as accessibility or security audits
Develop sophisticated alarm dashboards and drive continuous enhancements to alarm monitoring systems for proactive issue resolution
Lead initiatives to mentor and develop team members, providing guidance and support to foster professional growth and success
Facilitate strategic alignment between customer requirements and the LivePerson product roadmap, acting as a subject matter expert on industry trends and emerging technologies
Qualification
Required
7-10 years of professional experience in a Technical Account Management or related technical customer-facing roles within the SaaS/CCaaS or web engagement sectors, with a demonstrated focus on servicing Fortune 500 clients
Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, or a technical discipline) or equivalent practical experience
Willingness to travel to customer sites as needed, up to 10% of the time, to strengthen client relationships
Extensive hands-on experience with omnichannel, web, and scripting technologies
Strong understanding of APIs/SDKs to facilitate support of integrations and customization
Proficiency in data analysis, including SQL/NoSQL/Data lake, to extract actionable insights and drive informed decision-making
Experience with CRM tools, bug tracking systems (e.g., Jira), repositories (e.g., Git), and log aggregation/monitoring tools (e.g., Splunk, DataDog)
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, capable of translating complex technical concepts for C-level stakeholders
Self-motivated and adept at working autonomously with minimal supervision
Disciplined and committed to fulfilling on-call duties as necessitated by business demands, including flexibility to work non-standard hours (holidays, nights, weekends) for top account crisis management
Proficient in leading technical discussions related to platform and product performance, guiding internal teams towards customer-centric solutions
Ability to thrive under pressure and tight deadlines
Benefits
Medical, Dental, and Vision Insurance: Comprehensive plans to support your health needs.
Wellness Resources: Access to wellbeing resources and programs including our EAP plan.
Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling.
401(k) Retirement Plan: To help you plan for your financial future by offering both the plan and a 4% employer match (100% match on the first 3% contribution and 50% match on the next 2% contribution)
HSA & FSA Plans: To help you plan for health related expenses on a pre-tax basis
Employee Stock Purchase Program (ESPP): Participate and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth.
Additional Insurances: Basic and supplemental life insurance, Accidental Death & Dismemberment (AD&D) insurance, long-term and short-term disability insurance coverage, legal plan, identity theft protection plan, and critical illness supplemental insurance.
Development: Access to internal professional development resources.
Flexible Paid Time Off (PTO): Discretionary PTO package for flexible days off with manager approval.
Paid Public Holidays.
Generous Parental Leave Policy: Including maternity/paternity support and fertility services.
Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility.
Company
LivePerson
LivePerson provides real-time intelligent customer engagement solutions that help companies enhance the relationship with their customers.
501-1000 employees
H1B Sponsorship
LivePerson has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (23)
2023 (25)
2022 (72)
2021 (57)
2020 (24)
Funding
Current Stage
Public CompanyTotal Funding
$258.9MKey Investors
Lynrock Lake LPDellDawntreader Ventures
2025-08-11Post Ipo Debt· $115M
2024-05-13Post Ipo Debt· $100M
2012-06-28Post Ipo Equity· $2.3M
Leadership Team
John Sabino
Chief Executive Officer
John Collins
Chief Operating Officer
Recent News
2025-12-19
2025-11-18
2025-11-11
Company data provided by crunchbase