Technical Account Manager II

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are. We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.You will thrive here if: You can operate in a fast paced, dynamic environmentYou can build partnerships that move our business forwardYou build code that is simple, understandable, and clean You see feedback or failure as motivation to learn and to grow You believe data-driven decision making is the normYou relate to our core principles (link) and want to work with Conversational AI expertsIn this role 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.Ownership of all customer’s technical issues and partner with the LivePerson SME’s team to resolve high-complexity issues as necessaryResponsible for all customer engagements from initiation to resolution through ensuring progress by SLA and escalationBuild strong customer relationships, including key customer stakeholders and sponsorsAlways strive to provide an exceptional customer experienceManage customer expectations and lead them to customer satisfactionMake sure all deliverables are on time, adhere to the highest quality standards and fulfill customers’ requirementsKeep track of key account support metricsAttend weekly meetings and quarterly reviewsTake initiatives in identifying growth opportunitiesStay current with the maintenance activities, change management, and bug fix releasesYour qualifications are:5 years of experience in Application/Production Support or Application Engineering for a SaaS or Web company or Technical Account Management or HTML / CSS / JavaScript knowledge and SQLWeb troubleshooting experienceFamiliarity with API’s /SDK’sAbility to analyze data and provide insightsExperience in managing multiple stakeholders and projectsExcellent verbal and written communication skillsCritical thinker and problem-solving skillsGood understanding of web technologies and the associated support teams/processesTeam player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrentlyGood time-management skillsRequire little to no supervisionExperience in using software for sales management such as Salesforce, etc.Ability to work under pressure and tight deadlines.Available for off-hours escalationsAvailable to travel to additional customer sites as required (up to 15%)BSc/BA degree in a relevant field or equivalent experience#LI-HR1#LI-RemoteWhy you’ll love working here:LivePerson was named to Fast Company’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits, flexible time off, plus snacks and drinks to keep your mind fresh and stomach full. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.