Senior Technical Account Manager (TAM III)

Drive advanced technical operational success cross-functionally for assigned brands, including strategic planning and execution of technical initiatives. Establish and nurture strong relationships with key customer stakeholders and account teams, including executive-level leadership. Maintain in-depth knowledge and record the details of the customer environment, architecture, customizations, and technical roadmap for the LP implementation and its ecosystem. Act as a hands-on troubleshooting driver for complex issues, leading cross-functional teams to resolve challenges efficiently and effectively. Oversee the delivery of support, product, and engineering services aligned with SLAs, ensuring exceptional quality and customer satisfaction. Facilitate strategic alignment between customer requirements and the LivePerson product roadmap. Conduct detailed operational and business reviews to identify proactive, corrective, and optimization opportunities. Assume on-call shifts to assist with company-wide major incident management and provide timely support for special events and crisis management. Conduct timely post-incident root cause analyses in collaboration with engineering and customer stakeholders. Develop and refine the Technical Account Manager methodology to establish best practices and standards. Lead initiatives to mentor and develop team members, providing guidance and support to foster their professional growth.