Technical Account Manager SaaS Products- Remote at LivePerson

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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 expertsWe are looking for a dedicated, ambitious and self-driven Technical Account Manager, Support Engineer for AI products post implementation.  As an On-Site Technical Account Manager, 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.In this role you will:
  • Have  + years of hands-on ownership of all customer’s technical issues and partner with the LivePerson SME’s team to resolve high-complexity issues as necessary
  • Enterprise wide strategic support/ engineering experience, working closely with large complex project initiatives post implementation. 
  • You will investigate issues by analyzing data stored by the application, checking logs and reviewing code, provide fixes and workarounds, and review changes for operability to maintain existing software solutions.  
  •  Resolve technical issues using JavaScript, CSS, and API knowledge 
  •  Troubleshoot issues with software
  •  Identify root causes of technical issues in production and recommend improvements
  • Assist customer support team with customer inquiries
  • Monitor application performance and identify trends to expose any potential performance bottlenecks or issues
  •  Experience using SaaS tools like AppDynamics and Splunk, to provide faster resolution to solution issues. 
  • API integration troubleshooting- monitor application health to investigate application issues
  • Responsible for all customer engagements from initiation to resolution through ensuring progress by SLA and escalation
  • Build strong customer relationships, including key customer stakeholders and sponsors
  • Always strive to provide an exceptional customer experience
  • Manage customer expectations and lead them to customer satisfaction
  • Make sure all deliverables are on time, adhere to the highest quality standards and fulfill customers’ requirements
  • Keep track of key account support metrics
  • Attend weekly meetings and quarterly reviews
  • Take initiatives in identifying growth opportunities
  • Provide constant transparency to an open engagement status/progress while communicating progress to both internal and external stakeholders 
  • 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 team
  • Stay current with the maintenance activities, change management, and bug fix releases
Your qualifications are:
  • A proven track record of Technical Account Management or System/ Production Support Engineering for a SaaS or Web company
  • HTML / CSS / JavaScript experience and SQL
  • Web troubleshooting experience
  • Experience troubleshooting with API’s  /SDK’s
  • Ability to analyze data and provide insights
  • Experience in managing multiple stakeholders and projects
  • Excellent verbal and written communication skills
  • Critical thinker and problem-solving skills
  • Good understanding of web technologies and the associated support teams/processes
  • Team player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently
  • Good time-management skills
  • Require little to no supervision
  • Experience in using software for sales management such as Salesforce, etc.
  • Ability to work under pressure and tight deadlines.
  • Available for off-hours escalations
  • Available to travel to additional customer sites as required (up to 15%)
  • BSc/BA degree in a relevant field or equivalent experience

#LI-HR1

#LI-Remote

Why you’ll love working here:

LivePerson was named to FastCompany’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.

 
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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
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What are LivePerson Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Paid industry certifications
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