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Full-Time

Technical Account Manager II

Confirmed live in the last 24 hours

LivePerson

LivePerson

1,001-5,000 employees

Provides customer engagement tools and solutions

Data & Analytics
Enterprise Software

Mid

Remote in Canada

Category
Customer Success Management
Sales & Account Management
Required Skills
Communications
Management
Salesforce
Requirements
  • 4+ years of experience in Technical Account Management 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 preferred
  • Experience with CTI (Computer Telephony Integration) and understanding of telephony systems and events.
  • Experience with CRMs such as Salesforce. Administration experience with Salesforce is a plus.
  • Experience with Windows and Linux servers, installing and configuring server software, and evaluating server logs.
  • 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.
Responsibilities
  • 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 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 which 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

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, offering a suite of tools including APIs and SDKs for mobile development, agent workspaces, and analytics to help businesses manage customer interactions and gain insights. The goal of LivePerson is to improve customer service and engagement, ultimately leading to increased sales and customer satisfaction.

Company Stage

IPO

Total Funding

$124.4M

Headquarters

New York City, New York

Founded

1995

Growth & Insights
Headcount

6 month growth

-4%

1 year growth

-5%

2 year growth

-19%
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Simplify's Take

What believers are saying

  • LivePerson's leadership in digital customer conversations is validated by multiple accolades, including G2's Leader status and the SIIA CODiE Award for Best Customer Service Solution.
  • The company's strategic appointments, such as the new Chief Revenue Officer, aim to accelerate growth and enhance customer success.
  • Recent financial maneuvers, like the exchange of convertible notes, strengthen LivePerson's capital structure, positioning it for long-term stability and growth.

What critics are saying

  • The competitive landscape in digital customer engagement is intense, with numerous players vying for market share.
  • Dependence on continuous innovation in AI and digital tools may strain resources and require significant investment.

What makes LivePerson unique

  • LivePerson's focus on AI-driven customer engagement tools, such as bots and conversational marketing, sets it apart from competitors who may rely more heavily on traditional methods.
  • The company's flagship platform, LiveEngage, offers a comprehensive suite of APIs and SDKs, enabling seamless integration and customization for businesses of all sizes.
  • LivePerson's consistent recognition by industry leaders like G2, Forrester, and Gartner underscores its strong market presence and customer satisfaction.