Technical Account Manager

LivePerson (NASDAQ:LPSN) is a Conversational AI company creating digital experiences that are Curiously Human. Every person is unique, and our technology makes it possible for companies, including leading brands like HSBC, Orange, and GM Financial, to treat their audiences that way at scale. Nearly a billion conversational interactions are powered by our Conversational Cloud each month.

We are looking for a dedicated Technical Account Manager to join our growing team in Bulgaria. As a Technical Account Manager, you will report to the TAM Manager and work with your designated customers, build relationships with the different partners and technical teams, partner on different programs and help to achieve technical goals and overcome multiple technical challenges.

What are the responsibilities of this role:

• Hands-on ownership of all customer's technical issues and partner with the LivePerson SME's team to resolve high-complexity issues
• Responsible for all customer engagements from initiation to resolution through ensuring progress by Service level agreement and escalation
• Manage customer expectations and lead them to customer satisfaction
• Make sure all deliverables are on time, follow the highest quality standards and fulfill customers' requirements
• Provide constant transparency to an open engagement status/progress while communicating progress to all partners
• Pre / Post-release deployment management
• Manage high priority incidents and work with internal/external teams towards full resolution
• Provide post-mortem root cause analysis
• Provide ongoing feedback on product usability to the Product House
• Stay current with the maintenance activities, change management, and bug fix releases

Who you are and what makes you qualified:

• Experience Technical Account Management or System/Support Engineering for a SaaS or Web company
• HTML / CSS / JavaScript knowledge and SQL
• Web troubleshooting experience
• Familiarity with API's /SDK's
• 3+ years of experience in managing multiple stakeholders and projects
• Experience with web technologies and the associated support teams/processes
• Team player with the ability to work with multiple stakeholders and cross-organizational efforts with several different virtual teams concurrently
• 3+ years of experience in using software for sales management such as Salesforce, etc.
• Available for off-hours escalations
• BSc/BA degree in a relevant field or equivalent experience

Benefits:

• Health: medical, dental, and vision
• Time away: 28 vacation days
• Development: Native AI learning
• Additional: WFH support, Food Vouchers, monthly phone and internet allowance.

Why you'll love working here:

Your entrepreneurial spirit will be supported. We love team members who chase down their big ideas, become experts, help colleagues, and own their work. These four company values guide our continued, holistic growth as individuals, as teams, and as a global organization. And to further make our point, let's just say we're very proud to be on Fast Company's list of Most Innovative Companies and Newsweek's list of most-loved workplaces.

Belonging at LivePerson

At LivePerson, people from diverse backgrounds come together to make an impact and be their authentic selves. One way we share and connect is through our employee resource groups such as: Live In Color, LP Proud, and Women In Tech. 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 with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.