Technical Account Manager Remote Jobs

13 Results

3d

Technical Account Manager

NarvarHybrid - Bangalore
Bachelor's degree

Narvar is hiring a Remote Technical Account Manager

Narvar is growing! We are hiring a Technical Account Managers to help scale our customer base. You are a person who is self-motivated, problem solver and willing to learn and take action. You get to work with our amazing customer success team and will report directly to our Managers and Directors of Customer Success.

Our Technical Account Managers are product experts who will help drive the success of industry-leading brands on the Narvar platform. You will work collaboratively with the Customer Success team to drive strong user adoption and excellent retention rates for Narvar’s solutions, demonstrating value every step of the way.

The Customer Success Associate role is a perfect role for someone who has technical expertise, loves helping customers solve problems, improves the value they receive from our solutions, and can drive adoption through scalable efforts.

Day-to-day

  • Collaborate with the Customer Success team to ensure  our customers understand the value of Narvar and the opportunities for growth. 
  • Develop a deep understanding of the client’s technical environment, infrastructure, and systems. 
  • Serve as a liaison between support, CSM, and customer for technical inquiries, escalations and issue resolution. 
  • Work closely with customers to help them resolve issues with our Support and Engineering teams; Offer technical support, troubleshooting, and guidance to clients to resolve issues and optimize their use of the company's offerings.
  • Create business reviews for the Customer Success team to drive awareness of product performance and increase product usage.
  • Work closely with CSMs to support customer self service activities at scale- email templates and triggers, tracking page marketing updates, returns policies/rules/portal, EDD, etc…
  • Track participation, product adoption, and account health across a portfolio of clients
  • Juggle multiple customer engagements and projects in parallel and work cross-functionally to deliver an exceptional experience for our customers
  • Contribute to the scalability of the customer success team through documentation and process optimization
  • Shadow the seasoned Customer Success team members to accelerate learning and better understand the voice of the customer
  • Develop a deep understanding of our SaaS products and stay updated on new features and updates.

What we're looking for

  • 2+ years experience in operations, technical account manager, customer support, customer success, communications, support management.
  • Strong understanding of technical concepts, ideally within the company's industry or domain.
  • Data analytics experience with previous understanding of SaaS concepts and an ability to learn and understand software quickly. 
  • Ability to analyze complex issues and provide effective solutions.
  • Support ticket triage and resolution for a variety of customer types (MidMarket - Strat)
  • Ability to work closely with cross-functional organizations, i.e. support, product, engineering
  • Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
  • An eagerness to think creatively both in terms of solutions to complex complaints and process improvement
  • Proficiency in using customer support tools (Zendesk) and CRM systems.
  • Comfortable collaborating with both technical and business teams
  • Strong customer empathy and service level focus
  • Team player with an eagerness to learn
  • Bachelor's Degree a plus
  • Domain knowledge of retail, e-commerce, or logistics is a plus

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#LI-SA1

#LI-Hybrid

Please read our Privacy Policy to learn what personal information we collect in connection with your job application, and how we may use and share it. 

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Tanium is hiring a Remote Support, Technical Account Manager

 

 

The Basics:

At Tanium, our Support Engineers fulfill a necessary role in our organization by serving our customers in resolving technical issues and answering technical questions in a timely manner. With a primary focus on customer satisfaction, Support Engineers work both reactively and proactively to improve the overall experience of our enterprise customers when using Tanium. This role reports to a Support Manager.

As a Support Engineer, you’ll have continuous opportunities to apply your best technical skills while building new skills ranging from scripting to debugging.

What You’ll Do:

  • Assisting customers by:
    • Triaging inbound support cases
    • Solving customer support cases
    • Working with other Support Engineers to assist with their assigned cases
    • Answering customer questions in the Tanium community site
  • Improve customer experience by:
    • Documenting best practices
    • Tracking activity, documenting root cause, and reporting
    • Serving as a technical subject matter expert, focusing mostly on the testing and troubleshooting aspects of the area
    • Testing Tanium and providing feedback to the Engineering teams on how we can improve the overall customer experience

We’re Looking For:

Education

  • Associates degree or equivalent experience required
  • BS degree in Computer Science, MIS, or similar experience a plus

Experience and Skills

Must Haves:

  • 3+ years into their career field with solid technical skills in one or more areas of networking, security, operations, scripting, and/or programming
  • Ability to master new concepts and technologies; continually striving to master the Tanium platform and modules
  • Problem solving; can break problems down into manageable, ordered piece parts and successfully convey the problem statement and plan to others
  • Aptitude for comprehending complex troubleshooting
  • Good Judgement; understand the importance of weighing cost and value in decision making and practice making good judgement calls with improved consistency overtime
  • Independent; should be able to independently work on problems; should be able to complete tasks with limited assistance; participate in projects and follow technical support procedures only requiring help on more complex enterprise initiatives or issues

Good to Have:

  • Prior experience and breadth of knowledge needed to support customers
  • Hands-on Tanium experience
  • Relevant technical certifications (Google IT SupportProfessional Certificate, CISSP, MCSE,A+/Security+/Network+ combined, etc.)
  • For Federal Roles only:
    • Security clearance or ability to obtain a security clearance may be required
    • 8140.1 training/8570 certification may be required
    • Prior military service in a related field (e.g. NavyCryptologic Technician - Networks, USAF 3D or 1B,Army 17C or 35Q, 25D, etc.) a plus
  • Experience in one or more of the following technical domains: Endpoint Security, EndpointSupport/Troubleshooting, Incident Response, SystemsManagement, Utility Scripting (bash, PowerShell,VBScript, Python.)

About Tanium 

Tanium, the industry’s only provider of converged endpoint management (XEM), leads the paradigm shift in legacy approaches to managing complex security and technology environments. Only Tanium protects every team, endpoint, and workflow from cyber threats by integrating IT, Operations, Security, and Risk into a single platform that delivers comprehensive visibility across devices, a unified set of controls, and a common taxonomy for a single shared purpose: to protect critical information and infrastructure at scale. Tanium has been named to the Forbes Cloud 100 list for six consecutive years and ranks on Fortune’s list of the Best Large Workplaces in Technology. In fact, more than half of the Fortune 100 and the U.S. armed forces trust Tanium to protect people; defend data; secure systems; and see and control every endpoint, team, and workflow everywhere. That’s the power of certainty. Visit www.tanium.com and follow us on LinkedIn and Twitter.

On a mission. Together. 

At Tanium, we are stewards of a culture that emphasizes the importance of collaboration, respect, and diversity. In our pursuit of revolutionizing the way some of the largest enterprises and governments in the world solve their most difficult IT challenges, we are strengthened by our unique perspectives and by our collective actions.   

We are an organization with stakeholders around the world and it’s imperative that the diversity of our customers and communities is reflected internally in our team members. We strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that only together can we do great things. 

Taking care of our team members 

Each of our team members has 5 days set aside as volunteer time off (VTO) to contribute to the communities they live in and give back to the causes they care about most.   

 

For more information on how Tanium processes your personal data, please see our Privacy Policy

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15d

Senior Technical Account Manager

ElementBerlin,Germany, Remote
SalesDesign

Element is hiring a Remote Senior Technical Account Manager

Who we are

Element develops a secure, sovereign and interoperable communications platform, devised primarily for government, defence and public sector organisations. 

We are a for-profit company that is committed to open source. We build Element on top of an open protocol called Matrix, which was created by the same team that leads Element. Matrix is a not-for-profit open source project.

Element works closely with BWI on the BwMessenger for the German Armed Forces, NATO, the United Nations, Gematik on TI-Messenger for the German healthcare industry, and Germany’s Federal Ministry of the Interior and Home Affairs and Dataport on the development of a sovereign workplace for public administration.

In Germany, Matrix has also been mandated by Gematik for healthcare communications, and is generally widely used across every government level (from local to federal), becoming the de facto standard for sovereign and secure communications. As the creators of Matrix, Element is the best placed to surf this opportunity and strengthen its market leader position.

We build things for everyone, and we know we can’t succeed without a diverse team. Our hiring process is crafted to be respectful and give candidates the best chance to show us what you can do. If we ever fall down on this, please let us know.

The role

You’ll work as part of a small, distributed team of customer-facing technical experts, helping our customers to realise the full benefits of Matrix through our world-leading expertise and proprietary solutions.

As a Technical Account Manager you can expect to be deeply involved with a small number of key clients, designing solutions to meet their needs, and championing their perspective internally as our products evolve over time.

Element is a global company with a strategic focus on the German public sector. As such, we’re looking to add a German fluent speaker (C2 level) to our Customer Success team. Fluent English and German is essential, and experience working with German Government customers would be highly valued. 

 

Responsibilities

The Technical Account Manager position can be a varied role, so you can expect to be involved in the following:

  • Customer Management
    • Building and maintaining strong, long-term relationships with customers.
    • Understanding customer needs and usage of Element products
    • Representing your customers’ perspectives and needs in the product development process
    • Keeping customers informed about new features, updates, and best practices.
  • Solutions Design / Roadmap Sponsorship Coordination
    • Gathering requirements and designing a solution from the available components (Open Source and proprietary)
    • Coordinating effort estimation; assembling quotes; reporting delivery progress
  • Product Expertise
    • Supporting the pre-sales process with in-depth knowledge of Element products
    • Showcasing Element products in technical sales demonstrations
  • Tender Response Management
    • Helping to prepare, submit, and oversee bids for contracts
  • Feedback and Improvement
    • Gathering and documenting client feedback on products or services.
    • Working with the product development team to relay client requirements and help shape future product enhancements.
    • Continuously seeking ways to improve client satisfaction and the overall customer experience.

Required

  • Fluent in German and English (C1 level)
  • Excellent communications skills; able to explain technical concepts to a non-technical audience
  • Ability to empathise with customers and effectively manage expectations
  • Experience supporting the completion of complex Public Sector tenders
  • Experience in a customer-facing technical role
  • Experience with Kubernetes and Helm charts
  • Experience supporting the delivering large software projects with complex requirements
  • Product-centric thinking and the desire to develop deep product knowledge

Domain-specific experience

Our customers come from a broad range of domains - experience in any vertical will be valued, but right now we would particularly value expertise in:

  • Public Sector (Germany specifically)
  • Health Care
  • Defence

Additionally, we are ideally looking for someone who has

  • Experience working with German Government customers
  • Experience working with Open Source projects
  • Demonstrated ability to work as part of a fully distributed team
  • Security clearance SÜ2 would be beneficial

Benefits and Perks

  • Private Health Insurance / Medical Allowance (depending on the country)
  • Plumm Health
  • Annual Bonus
  • Share Options
  • Home Office Allowance
  • Coworking Space Allowance (except London & Rennes)
  • 40 days Annual Leave (including local bank holidays)
  • Flexible working hours
  • Company Socials (virtual or in person)
  • Family friendly environment

You can find a more detailed explanation HERE and you might be eligible for other benefits depending on your location.

ELEMENT VALUES.

We care about the greater good.

We work together in the open.

We are proud of how we serve our customers.

We are ambitious and iterate rapidly.


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22d

Senior Technical Account Manager

InvocaRemote
salesforcemobilec++cssjavascript

Invoca is hiring a Remote Senior Technical Account Manager

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 400 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role:

As an Invoca Senior Technical Account Manager (TAM), you will join Invoca's Customer Success team to play a meaningful role in consulting, advising, and maintaining the account health of Invoca's customers. As a Senior TAM, you will provide consultative and tactical guidance for Invoca customers and Customer Success Managers to navigate the technical aspects of our technology, and to assist with incremental usage and adoption of our products. With strong organizational and project management skills, you will lead the successful planning and execution of strategic, technical customer initiatives, spanning various industries and use cases. You will coordinate effectively with cross-functional stakeholders internally and externally to solve problems and identify how your customers can benefit from new solutions and features.

This technical and hands-on position requires you to work in a team and individual work setting, contributing to all aspects of technical account management including acting as a single point of contact for all technical needs, advocating on behalf of your customers for product enhancements, and advising customers on how to succeed using Invoca long-term and maintaining the overall health of their Invoca implementation. 

You Will:

  • Act as the main technical point of contact in ongoing, subscription-based, paid engagements with a portfolio of Invoca customers
  • Identify and implement technical features and functions to measure and report on desired customer outcomes
  • Advocate customer feedback cross-departmentally
  • Work alongside the customer success management team to understand what is most important to the customers in your portfolio, preview new product releases, and identify opportunities to adopt new products and participate in beta programs
  • Monitor and project manage ongoing engagements between the customer and other internal technical teams
  • Train and enable new and existing customer account admins on how to best utilize and navigate their Invoca platform
  • Assist with building enhancements to Invoca customer accounts to meet new needs including campaign management, Invoca ConnectApp integrations, and report building
  • Technically manage and/or implement ad-hoc customer and internal special projects
  • Manage white-glove account maintenance requests
  • Maintain and monitor the health of customer accounts to maximize long-term value
  • Track work and time spent on customer initiatives in internal CRM, consistently keeping records up to date
  • Nice to have: Consolidate monthly product release notes and publish to stakeholders.

You Have:

  • 5+ years of successful technical account management, implementation, or deployment experience in a customer-facing role required
  • Entry level knowledge and functional understanding of front-end web languages including JavaScript, HTML, and CSS
  • Experience using APIs, webhooks, and general data transfer architectures and techniques
  • Experience owning a book of customers, continuously supporting their ongoing technical needs, while simultaneously managing multiple projects for them
  • Experience in scoping, clarifying objectives, dealing with ambiguity/under-defined problems, advocating for simplification, and influencing teams
  • Customer-first mentality; ability to empathize and create customer loyalty
  • Excellent oral and written communication skills - communicating with both internal andnexternal stakeholders
  • Strong organizational, and analytical skills and the ability to work at a highly detailed level
  • Ability to deeply articulate and compare customer needs along with their relevant business value to both internal technical and non-technical audiences

 

Bonus Qualifications:

  • Background in SaaS
  • Background in Digital Media, and/or industries such as Telecom, Mobile, Healthcare, Automotive, FinServ, or Insurance
  • Knowledge and experience using APIs, webhooks, and general data transfer architectures and techniques
  • ● Hands-on experience with web analytics, CRM, marketing automation, bid management, ad-serving, and attribution software a plus
  • Working knowledge of the digital marketing technology landscape is a plus

 

Salary, Benefits & Perks:

Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:

  • Paid Time Off -Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 16 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
  • Healthcare -Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
  • Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
  • Stock options - All employees are invited to ownership in Invoca through stock options.
  • Employee Assistance Program -Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
  • Paid Family Leave -Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
  • Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
  • Sabbatical -We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
  • Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
  • Position Base Range -$95,000 to $115,000 Salary Range / plus bonus potential
  • Please note, per Invoca's Covid-19 policy, depending on your vaccine verification status, you may be required to work only from home / remotely. At this time, travel and in-person meetings will require verification. This policy is regularly reviewed and subject to change at any time.

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace.

#LI-Remote

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+30d

Technical Account Manager

AcumaticaRemote
Full Time2 years of experiencesqlDynamicsDesignmobileazureapic++.net

Acumatica is hiring a Remote Technical Account Manager

Technical Account Manager - Acumatica - Career PageSee more jobs at Acumatica

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+30d

Technical Account Manager

Live PersonBulgaria- Remote

Live Person is hiring a Remote Technical Account Manager

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, nd reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

The Technical Account Manager (TAM) is a role of the technical success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become a key advisor and partner to your assigned customers to ensure value realization and execution of their technical roadmap. You will have a proactive outlook to steer the customers successfully through their use and expansion of the LP products and services, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.  

You will: 

  • Drive technical success cross-functionally for assigned brands.
  • Establish and nurture strong relationships with key customer stakeholders and account teams, including executive level leadership.
  • Maintain knowledge and record the details of the customer environment, architecture, customizations and technical roadmap for the LP implementation and the ecosystem. 
  • Proactively communicate operational changes, bug fixes, and enhancements to customers.
  • Serve as a hands-on troubleshooting facilitator for complex issues.
  • Lead cross-functional teams in resolving customer issues based on strategic and operational business priorities.
  • Oversee delivery of support, product, and engineering services as per SLAs and as committed.
  • Facilitate strategic alignment between customer requirements and LivePerson product roadmap.
  • Conduct detailed operational and business reviews to identify proactive corrective and optimization opportunities.
  • Develop wellness and event readiness plans tailored to customer needs.
  • Drive continuous enhancements to alarm monitoring systems for proactive issue resolution.
  • Assume on-call shifts to assist with company-wide major incident management
  • Provide timely support for special events and crisis management as needed for the business.
  • Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders.
  • Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits.
  • Be a coach to other team members. 

You have:

  • Proven experience in Technical Account Management or Solution/Support Engineering within SaaS/CCaaS or web engagement sectors, specifically supporting Fortune 500 clients.
  • 2-4+ years of hands-on expertise in web and scripting technologies, with a strong understanding of APIs/SDKs.
  • Project management experience is highly valued, with certifications being a plus.
  • Proficiency in data analysis, including SQL/NoSQL/Data lake, to provide valuable insights.
  • Excellent verbal and written communication skills
  • Familiarity with cloud technologies and PaaS solutions
  • Strong critical thinking and problem-solving abilities to address complex technical challenges.
  • Team player with the ability to work with multiple stakeholders and cross-organizational efforts with a number of different virtual teams concurrently.
  • Proven relationship and account management skills, ensuring client satisfaction and retention.
  • Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
  • Show up and own any technical conversation pertaining to the platform and product performance for your brand
  • Comfortable engaging in technical discussions related to platform and product performance.
  • Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
  • Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours including holidays, nights, and weekends as required, particularly for top account crisis management.
  • Discipline to conduct on-call duties as required by the business
  • Available to travel to additional customer sites as required (up to 10%)
  • BSc/BA degree in a relevant field or equivalent experience

Benefits: 

  • Health: medical, dental, and vision
  • Time away: 28 vacation days
  • Development: Generous tuition reimbursement and access to internal professional development resources. 
  • Additional: Food Vouchers.
  • #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

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 reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.



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Samsara is hiring a Remote Manager, Technical Account Management - Canada

+30d

Technical Account Manager, APAC

SecurityScorecardRemote (APAC)
SalesBachelor's degreeB2Bsalesforcec++

SecurityScorecard is hiring a Remote Technical Account Manager, APAC

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. 

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Evolution Equity Partners, Sequoia Capital, GV and Riverwood Capital. 

Why join SecurityScorecard’s Customer Success Team?

We are seeking a passionate and results-driven Customer Success Manager to join our dynamic team. The ideal candidate will be customer-oriented, possess excellent communication skills, and be proactive in delivering exceptional service to our enterprise customers. As a Customer Success Manager, you will be responsible for understanding customer needs and ensuring they receive maximum value from our products/services throughout their journey with us.

What You’ll Do

Customer Onboarding and Adoption:

  • Guide new customers through the onboarding process to ensure a smooth and successful integration of our products/services into their workflow.
  • Educate customers about product features and benefits, helping them achieve their specific goals.
  • Monitor customer adoption and usage, identifying potential roadblocks and proactively providing solutions.
  • Relationship Management:
  • Build and maintain strong, long-lasting relationships with customers, acting as their primary point of contact.
  • Conduct regular business review meetings with customers to assess their satisfaction and address any concerns or issues promptly.
  • Act as a customer advocate within the company, representing customers' needs and feedback to internal teams.

Customer Support and Issue Resolution:

  • Act as a point of escalation for critical technical issues
  • Collaborate with the technical support team to ensure prompt resolution of technical issues, ensuring minimal disruption to customer operations 
  • Customer Success Planning:
  • Collaborate with customers to define and monitor key success metrics, ensuring alignment with their goals and objectives.
  • Create customized success plans for each customer, outlining clear milestones and action items to drive desired outcomes.

Renewals and Upsells:

  • Monitor customer account health and proactively identify upsell opportunities to drive revenue growth.
  • Work closely with the sales and renewals team to renew customer contracts and secure long-term partnerships.
  • Customer Feedback and Product Improvement:
  • Gather customer feedback and insights to help shape product development and improvements.
  • Collaborate with the product team to relay feature requests and enhancement suggestions from customers.

What we Need you to Have:

  • Bachelor's degree in Computer Science, Information Systems, Cybersecurity, or a related field.
  • 5+ years of experience in a customer-facing role such as customer success, account management, or customer support.
  • Exceptional communication skills, both written and verbal, with a keen ability to empathize and understand customer needs.
  • Strong problem-solving skills and the ability to think out of the box to resolve complex customer challenges.
  • Detail-oriented, organized, and able to manage multiple customer accounts simultaneously.
  • A proactive approach to customer success, anticipating customer needs and providing proactive solutions.
  • Familiarity with Salesforce, Clari, and GainSight, and customer success tools is a plus.
  • Bilingual in English and Mandarin and/or Bahasa Indonesia and Malaysia 

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies.

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+30d

Technical Account Manager, India

ImpervaRemote, Bangalore, India
SalesoracleqaMySQLlinuxpython

Imperva is hiring a Remote Technical Account Manager, India

As a Technical Account Manager, you will work with enterprise customers that use both Incapsula cloud and SecureSphere on-premise product suites to drive implementation of our products and services to help extract a greater return on investment. This role includes responsibility for onboarding and support activities using best practices for deployment; support & troubleshooting; enhancing service adoption and integration as well as helping customers to mature their deployments.

Note: This is not a sales-related role. You will not be assigned any quotas for renewals, upsells, etc.
Do you like helping customers solve problems with implementing or supporting existing security product solutions? Does digging through the recesses of activity and error logs in order to piece together “just what went wrong” seem more like a puzzle than a headache to you? Do you enjoy mentoring and coaching people to become more proficient in managing security systems and tools that give you great satisfaction? Is your technical background varied with exposure to Systems, Networking, Security, and some degree of Project Management? If your answers are mostly “yes” to the preceding questions, then you should check out what our Designated Support Engineers are doing here at Imperva a Thales company
The Opportunity:
As a Technical Account Manager, you will create and maintain long-term relationships with Imperva strategic customers, manage complex implementation and onboarding projects. Manage consulting assignments and technical escalations, as well work closely with HQ teams for our Incapsula Cloud and SecureSphere products (Dev, QA, Security, Sr. Management) in order to get issues resolved. You will become a technical authority of Incapsula Cloud and SecureSphere WAF and DAM technologies, while constantly improving best practices for solutions and services: DDoS protection - infrastructure, DNS and cloud-based application services, Website security, CDN, Load Balancing, and SIEM integrations.
Responsibilities:
  • Support the Imperva cloud and on-premise security product deployments for assigned accounts.
  • Act as a primary, single point-of-contact for assigned accounts.
  • Keep customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts, cases, feature requests (RFEs) and current news from the field on the latest security trends and developments as well as product release notes.
  •  Perform quarterly systems health checks and service reviews.
  • Become a champion by accelerating case closures or increasing visibility on pain points with their deployments. Work with customers, partners, customer account teams and other internal Imperva teams to reach timely resolutions.
  • Create and deepen customer relationships by performing on-site customer.
  • Analyze customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture.
  • Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments. Required Technical Qualifications:
  • Minimum 3 years’ experience in a Technical Support (tier 2-3) role.
  • Documented experience as Technical Account Manager, or Pre/Post Sales background within the web/network/information security industries.
  • Minimum of 3 years’ experience working with Cloud, Security or Network related products.
  • Proven ability to manage complex implementation and onboarding projects, consulting assignments, and technical escalations related to DDoS protection, including infrastructure, DNS and application services, Website security, CDN, and Load Balancing.
  •  Demonstrated experience in working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases (MSSQL, Oracle, MySQL or DB2).
  • Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients to deliver appropriate integration solutions.
Required General Qualifications:
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues;
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Prior experience with Linux and other UNIX operating systems.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision.
  • Excellent problem-solving skills with a strong sense of customer commitment.
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues.
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Prior experience with Linux and other UNIX operating systems.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision.
  • Excellent problem-solving skills with a strong sense of customer commitment.
  • Excellent communication (written and verbal) and interpersonal skills.
  • Ability to understand and communicate concepts quickly, succinctly and accurately.
  • Demonstrated aptitude for mastering new software applications.
  • Knowledge of a scripting language such as Perl, Python, Shell

    #LI-SJ1
  • #LI-Hybrid

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+30d

Technical Account Manager

SecurityScorecardRemote (United States)
SalesBachelor's degreesalesforceslackc++

SecurityScorecard is hiring a Remote Technical Account Manager

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. 

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of theWorld’s Most Innovative Companies for 2023and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Evolution Equity Partners, Sequoia Capital, GV and Riverwood Capital. 

About the Role

As a Technical Account Manager at SecurityScorecard, you will serve as a trusted advisor to our clients, ensuring they derive maximum value from our platform and services. You will be responsible for managing the technical aspects of client relationships, understanding their unique business requirements, and providing tailored solutions to address their cybersecurity challenges.

The Ideal candidate 

Key Responsibilities

  • Serve as the primary point of contact for assigned clients, building strong relationships and understanding their technical and business objectives.
  • Conduct onboarding sessions to ensure smooth integration of SecurityScorecard's platform with clients' existing systems and workflows.
  • Collaborate with clients to develop customized solutions and strategies that align with their cybersecurity goals and regulatory compliance requirements.
  • Provide technical guidance and support to clients, troubleshooting issues, and resolving inquiries in a timely and efficient manner.
  • Proactively monitor clients' security ratings and performance metrics, identifying potential risks or areas for improvement.
  • Act as a liaison between clients and internal teams, advocating for client needs and ensuring timely delivery of services and support.
  • Deliver regular reports and updates to clients, highlighting key insights, trends, and recommendations to enhance their security posture.
  • Stay informed about industry trends, emerging threats, and best practices in cybersecurity to provide proactive guidance and recommendations to clients.
  • Collaborate with Sales and Product teams to identify opportunities for upselling or cross-selling additional products and services to existing clients.
  • Continuously strive to improve customer satisfaction and loyalty through proactive communication, responsiveness, and delivering value-added services.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 5+ years of experience in a technical account management or customer success role within the cybersecurity industry.
  • Strong understanding of cybersecurity concepts, technologies, and best practices.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders.
  • Demonstrated ability to manage multiple client accounts simultaneously, prioritize tasks, and meet deadlines.
  • Experience with CRM systems (e.g., Salesforce) and proficiency in using collaboration tools (e.g., Slack, Zoom).
  • Highly organized, detail-oriented, and customer-focused mindset.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Certifications such as CISSP, CISM, or CISA are a plus.

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated salary range for this position is $110,000-140,000. Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits. 

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law. 

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io.

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law. 

SecurityScorecard does not accept unsolicited resumes from employment agencies. 

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+30d

Technical Account Manager

ImpervaHybrid Remote, Bangkok, Thailand
SalesoracleqaMySQLlinuxpython

Imperva is hiring a Remote Technical Account Manager

As a Technical Account Manager, you will work with enterprise customers that use both Incapsula cloud and SecureSphere on-premise product suites to drive implementation of our products and services to help extract a greater return on investment. This role includes responsibility for onboarding and support activities using best practices for deployment; support & troubleshooting; enhancing service adoption and integration as well as helping customers to mature their deployments.

Description:
Do you like helping customers solve problems with implementing or supporting existing security product solutions? Does digging through the recesses of activity and error logs in order to piece together “just what went wrong” seem more like a puzzle than a headache to you? Do you enjoy mentoring and coaching people to become more proficient in managing security systems and tools that give you great satisfaction? Is your technical background varied with exposure to Systems, Networking, Security, and some degree of Project Management? If your answers are mostly “yes” to the preceding questions, then you should check out what our Designated Support Engineers are doing here at Imperva.

The Opportunity:
As a Technical Account Manager, you will create and maintain long-term relationships with Imperva strategic customers, manage complex implementation and onboarding projects. Manage consulting assignments and technical escalations, as well work closely with HQ teams for our Incapsula Cloud and SecureSphere products (Dev, QA, Security, Sr. Management) in order to get issues resolved. You will become a technical authority of Incapsula Cloud and SecureSphere WAF and DAM technologies, while constantly improving best practices for solutions and services: DDoS protection - infrastructure, DNS and cloud-based application services, Website security, CDN, Load Balancing, and SIEM integrations.

Responsibilities:
 

  • Support the Imperva cloud and on-premise security product deployments for assigned accounts.
  • Act as a primary, single point-of-contact for assigned accounts.
  • Keep customer teams up to date via ongoing status about onboarding, configuration, and tuning efforts, cases, feature requests (RFEs) and current news from the field on the latest security trends and developments as well as product release notes.
  • Perform quarterly systems health checks and service reviews.
  • Become a champion by accelerating case closures or increasing visibility on pain points with their deployments. Work with customers, partners, customer account teams and other internal Imperva teams to reach timely resolutions.
  • Create and deepen customer relationships by performing on-site customer.
  • Analyze customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture.
  • Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments. Required Technical Qualifications:
  • Minimum 3 years’ experience in a Technical Support (tier 2-3) role.
  • Documented experience as Technical Account Manager, or Pre/Post Sales background within the web/network/information security industries.
  • Minimum of 3 years’ experience working with Cloud, Security or Network related products.
  • Proven ability to manage complex implementation and onboarding projects, consulting assignments, and technical escalations related to DDoS protection, including infrastructure, DNS and application services, Website security, CDN, and Load Balancing.
  • Demonstrated experience in working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls as well as experience with Relational Databases (MSSQL, Oracle, MySQL or DB2).
  • Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients to deliver appropriate integration solutions.

Required General Qualifications: 

  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues;
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Prior experience with Linux and other UNIX operating systems.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision.
  • Excellent problem-solving skills with a strong sense of customer commitment.
  • Demonstrated ability to work independently as part of a larger team.
  • Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues.
  • Create and maintain long-term relationships with strategic customers.
  • Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
  • Excellent Customer Support skills coupled with a BS Degree or equivalent experience.
  • Prior experience with Linux and other UNIX operating systems.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision.
  • Excellent problem-solving skills with a strong sense of customer commitment.
  • Excellent communication (written and verbal) and interpersonal skills.
  • Ability to understand and communicate concepts quickly, succinctly and accurately.
  • Demonstrated aptitude for mastering new software applications.
  • Knowledge of a scripting language such as Perl, Python, Shell

  

 #LI-SJ1 

#LI-hybrid 

  

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+30d

Manager, Technical Account Management

SamsaraRemote - US
SalesFull TimeBachelor's degreeAbility to travelsqlswift

Samsara is hiring a Remote Manager, Technical Account Management

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. 

Recent awards we’ve won include:

Glassdoor's Best Places to Work 2024

Best Places to Work by Built In 2024

Great Place To Work Certified™ 2023

Fast Company's Best Workplaces for Innovators 2023

Financial Times The Americas’ Fastest Growing Companies 2023

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey. 

Click hereto learn more about Samsara's cultural philosophy.

About the role:

The Manager will oversee a team of Technical Account Managers (TAMs). This manager role is instrumental in ensuring our team delivers exceptional technical support and account management to our customers, driving customer success through technical expertise, strong business acumen, and effective partnerships. The Manager will be accountable for team metrics, fostering professional development, and maintaining alignment with Samsara's core values and operating principles.

You should apply if:

  • You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
  • You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
  • You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
  • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

Click hereto learn about what we value at Samsara. 

In this role, you will: 

  • Team Management: Provide guidance, coaching, and support to a team of Technical Account Managers. Oversee the delivery of high-quality technical account management, ensuring alignment with customer success's key value management framework.
  • Performance and Metrics Accountability: Monitor and manage team performance against key metrics and objectives, implementing strategies to meet or exceed these targets.
  • Professional Development: Actively engage in the professional growth of each team member through development plans, training, mentorship, and regular feedback, ensuring skills enhancement and career progression.
  • Customer Success Advocacy: Ensure the team builds and maintains strong relationships with customers, understanding their technical and business needs to support and enhance their Samsara platform experience effectively.
  • Customer Escalation Management: Acts as the primary point of contact for overseeing and resolving high-priority technical escalations, ensuring swift resolution and maintaining customer satisfaction for your team's assigned accounts by leveraging strong problem-solving skills and a deep understanding of Samsara’s products and services.
  • Cross-Functional Collaboration: Partners close with internal teams, including sales, product, support and customer success, to address customer needs and feedback, driving continuous product and service improvement.
  • Strategic Planning: Contribute to the strategic planning and scaling of the Technical Account Management team, identifying opportunities for process optimization, customer deliverable automation, and team growth.
  • Cultural Ambassador: Champion and embody Samsara's operating principles, fostering a team environment that is inclusive, growth-oriented, customer-focused, and committed to long-term success.
  • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

  • Bachelor's degree in a technical, business, or related field; or equivalent work experience.
  • Proven experience in technical account management, customer success, or a related field, with a minimum of 3 years in a people manager role with direct reports.
  • Demonstrated ability to drive customer success and achieve technical account management goals in a fast-paced environment across enterprise customers. 
  • Innovator and strong people management skills, with a focus on professional development and team building.
  • Excellent written and verbal communication.
  • Excels to use data to create new insights and drive action based on the task at hand. 
  • Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
  • Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
  • Ability to travel occasionally to internal events and or customer sites and be available for some after-hours or weekend coverage as needed.

An ideal candidate also has:

  • Business acumen with a focus on driving value-based outcomes.
  • Conversational in Spanish.
  • Demonstrated proficiency in IoT, APIs, SQL, and scripting languages. 
  • Experience scaling a technical team and its services. 
  • Ability to influence others, including those outside of the immediate team.

Samsara’s Compensation Philosophy:Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles.  For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually. 

We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$76,160$115,200 USD

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations 

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click hereif you require any reasonable accommodations throughout the recruiting process.

Flexible Working 

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

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+30d

Technical Account Manager - Canada

Live PersonCanada - Remote
Bachelor's degree

Live Person is hiring a Remote Technical Account Manager - Canada

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

 

Overview:

The Technical Account Manager (TAM) is a role of the technical operational success champion for top tier customers who acts as a core part of the LP account team. As a TAM, you will become a key advisor and partner to your assigned customers to ensure value realization and execution of their technical roadmap. You will have a proactive outlook to steer the customers successfully through their use and expansion of the LP products and services, organize special event readiness, rally internal teams towards your customers’ wellness, conduct health checks, build alarm dashboards and monitor for anomalies, be ready to roll up your sleeves to troubleshoot complex issues, coordinate global support resources to assist with priority items, and attend customer war rooms to assist with crisis.

You will: 

  • Drive technical operational success cross-functionally for assigned brands 
  • Build strong relationships with key customer stakeholders and account teams
  • Maintain knowledge and record the details of the customer environment, architecture and technical roadmap for the LP implementation and the ecosystem in which it operates
  • Proactively communicate operational changes, bug fixes, and enhancements
  • Be a hands-on troubleshooting generalist
  • Guide cross-functional teams in resolving customer issues based on priorities
  • Oversee support, product, and engineering deliverables aligned with SLAs
  • Facilitate technical alignment with LivePerson product roadmap
  • Conduct detailed operational and business reviews to identify corrective and optimization opportunities
  • Drive completeness and ongoing enhancements to the alarm monitoring of your brands 
  • Communicate platform and feature issues to brands promptly
  • Assume on-call shifts to assist with company-wide major incident management
  • Provide timely support for special events and crisis management as needed for the business.
  • Conduct timely post-incident root cause analyses, collaborating with engineering and customer stakeholders
  • Be the focal point for all follow up to activities which indicate product issues with the LP platform such as accessibility or security audits
  • Drive product improvements through continuous feedback to Product Management

You have:

  • Proven TAM or related technical customer-facing experience in SaaS/CCaaS or web engagement for Fortune 500 clients.
  • Hands-on experience with web and scripting technologies, familiarity with APIs/SDKs
  • Data analysis expertise (SQL/NoSQL/Data lake).
  • Experience with cloud technologies and Platform as a Service (PaaS) solutions.
  • Thorough understanding of omnichannel technologies and associated support teams/processes.
  • A team player mindset with the capability to collaborate effectively across various organizational levels and virtual teams.
  • Proven relationship management skills, fostering collaboration and partnership.
  • Self-motivated and capable of working independently with minimal supervision, effectively managing time and tasks.
  • Comfortable driving technical discussions related to platform and product performance.
  • Experience with CRM tools, bug tracking systems, repositories, and log aggregation tools.
  • Ability to thrive under pressure and tight deadlines, with flexibility to work non-standard hours including holidays, nights, and weekends as required, particularly for top account crisis management.
  • Willingness to travel to additional customer sites as needed, up to 10% of the time.
  • Bachelor's degree in a relevant field or equivalent practical experience.

Benefits: 

  • Health: Health: medical, dental, and vision insurance and wellbeing resources and programs
  • Time away: generous time away programs that cover vacation, dependent care, holidays, wellness days, and more. 
  • Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
  • Family: parental leave, maternity support, fertility services
  • Development: Generous tuition reimbursement and access to internal professional development resources.
  • Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts
  • #LI-Remote

Why you’ll love working here: 

LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson

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 reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

 

 

 



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