LivePerson  Inc

Technical Account Manager

Melbourne, Victoria, AU

Company: LivePerson Inc

Category: Management Occupations

Published on 2022-01-14T03:45:21.000000Z

Technical Account Manager

Melbourne | Customer Experience

LivePerson is the global leader in driving technology that helps brands and consumers communicate. With over 18,000 brands, including HSBC, ANZ Bank, Bupa, SpecSavers and KDDI, as customers we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where consumers can stop wasting time on hold or crawling through websites and message their favourite brands instead, just as they do with friends and family.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded and unconventional thinkers to join the team.

We are looking for a dedicated, ambitious and self-driven Technical Account Manager to join our growing ANZ team As a Technical Account Manager, you will work closely with your designated customers, build relationships with the different stakeholders and technical teams, partner on different initiatives and help to achieve technical goals and overcome various technical challenges.

You will have the opportunity to be part of a nimble, highly impactful team and help drive the adoption of Conversational AI and messaging among the world’s largest brands including retailers, telcos, banks, airlines and more - it’s impressive! 

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 as necessary 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 House Stay current with the maintenance activities, change management, and bug fix releases

Who you are and what makes you qualified: 

A proven track record of 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 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

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 amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. 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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