Full-Time

Senior Technical Program Manager

Posted on 11/27/2024

LivePerson

LivePerson

1,001-5,000 employees

Digital customer engagement and communication tools

Data & Analytics
Consumer Software
Enterprise Software

Compensation Overview

$120k - $150kAnnually

Senior

Remote in USA

Category
Project Management
Engineering Management
Business & Strategy
Required Skills
Product Management
JIRA
Requirements
  • Strong understanding of the product’s technical aspects, with the ability to translate customer needs into technical requirements.
  • Ability to understand and balance the commercial aspects of product decisions, ensuring profitable outcomes for the business.
  • Excellent verbal and written communication skills, with the ability to convey complex information clearly to both technical and non-technical audiences.
  • Proven ability to work effectively in a cross-functional team environment, fostering collaboration and driving collective success.
  • Strong analytical and problem-solving skills, with the ability to quickly identify issues and develop effective solutions.
  • Ability to manage multiple tasks and projects simultaneously, prioritizing based on impact and urgency.
  • Deep commitment to understanding and meeting customer needs, with a proactive approach to ensuring customer satisfaction.
  • Bachelor’s degree in a relevant field (e.g., Engineering, Business, Computer Science).
  • 6+ years of experience in a customer-facing role, preferably in product management, customer success, or technical account management.
  • Familiarity with JIRA, SNOW, product roadmap tools or software relevant.
Responsibilities
  • Act as the primary point of contact for customers and customer success teams, understanding their needs, challenges, and objectives to ensure alignment with product capabilities.
  • Work closely with product management and development teams to ensure customer requirements are clearly understood and integrated into the product roadmap.
  • Facilitate cross-functional collaboration between sales, success, product, and engineering teams to ensure a cohesive approach to product delivery and customer satisfaction.
  • Provide technical insights and guidance to customers, helping them understand product functionalities and how they can be leveraged to meet their needs.
  • Address customer challenges by identifying root causes and working with internal teams to develop and implement effective solutions.
  • Understand the commercial implications of product decisions, balancing customer needs with business objectives to drive profitable outcomes.
  • Manage and prioritize tasks and projects based on customer impact, business goals, and available resources, ensuring timely delivery of product enhancements and solutions.
  • Ensure clear and consistent communication with all stakeholders, both internally and externally, to keep everyone informed of project status, challenges, and solutions.

LivePerson provides businesses with tools to engage with their customers through digital channels. Their main product, LiveEngage, facilitates real-time interactions via live chat, messaging, and AI-driven bots across various platforms like websites, mobile apps, and social media. This allows businesses to connect with customers effectively and enhance their experience. LivePerson stands out from competitors with its subscription-based model, which includes access to APIs and SDKs for mobile development, agent workspaces, and analytics tools. The goal of LivePerson is to help businesses improve customer service and engagement, ultimately leading to increased sales and customer satisfaction.

Company Stage

IPO

Total Funding

$40.5M

Headquarters

New York City, New York

Founded

1995

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

0%

2 year growth

-16%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased adoption of AI solutions boosts LivePerson's market potential.
  • Recognition in Gartner's Hype Cycle reports validates LivePerson's industry leadership.
  • Partnerships with companies like Telnyx enhance LivePerson's real-time communication capabilities.

What critics are saying

  • Emerging AI platforms could erode LivePerson's market share.
  • Rapid AI advancements may require significant R&D investment for LivePerson.
  • Data privacy concerns could impact LivePerson's operations in strict regulatory regions.

What makes LivePerson unique

  • LivePerson specializes in AI-driven customer engagement solutions for diverse industries.
  • The LiveEngage platform offers real-time interactions via multiple digital channels.
  • LivePerson's subscription model includes APIs, SDKs, and analytics for enhanced customer service.

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