Senior Technical Program 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, 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 Customer Product Interlock Owner is a pivotal role responsible for aligning customer needs with product offerings, ensuring seamless collaboration between the customer and internal teams. This role requires a balance of technical expertise, commercial understanding, and exceptional communication skills to bridge the gap between product development and customer expectations. The ideal candidate will have a strong ability to prioritize tasks, solve complex problems, and work collaboratively across departments to drive customer satisfaction and product success.

You will: 

• Customer Liaison: Act as the primary point of contact for customers and customer success teams, understanding their needs, challenges, and objectives to ensure alignment with product capabilities.
•  Product Alignment: Work closely with product management and development teams to ensure customer requirements are clearly understood and integrated into the product roadmap. 
•  Collaboration: Facilitate cross-functional collaboration between sales, success, product, and engineering teams to ensure a cohesive approach to product delivery and customer satisfaction. 
•  Technical Guidance: Provide technical insights and guidance to customers, helping them understand product functionalities and how they can be leveraged to meet their needs.
• Problem Solving: Address customer challenges by identifying root causes and working with internal teams to develop and implement effective solutions.
• Commercial Acumen: Understand the commercial implications of product decisions, balancing customer needs with business objectives to drive profitable outcomes. 
•  Prioritization: Manage and prioritize tasks and projects based on customer impact, business goals, and available resources, ensuring timely delivery of product enhancements and solutions. 
•  Communication: Ensure clear and consistent communication with all stakeholders, both internally and externally, to keep everyone informed of project status, challenges, and solutions.

You have:

• Technical Skills: Strong understanding of the product’s technical aspects, with the ability to translate customer needs into technical requirements. 
•  Commercial Acumen: Ability to understand and balance the commercial aspects of product decisions, ensuring profitable outcomes for the business. 
•  Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly to both technical and non-technical audiences. 
•  Collaboration: Proven ability to work effectively in a cross-functional team environment, fostering collaboration and driving collective success. 
•  Problem Solving: Strong analytical and problem-solving skills, with the ability to quickly identify issues and develop effective solutions. 
•  Prioritization: Ability to manage multiple tasks and projects simultaneously, prioritizing based on impact and urgency.
• Customer Focus: Deep commitment to understanding and meeting customer needs, with a proactive approach to ensuring customer satisfaction.

Preferred Experience: 

•  Bachelor’s degree in a relevant field (e.g., Engineering, Business, Computer Science). 
•  6+ years of experience in a customer-facing role, preferably in product management, customer success, or technical account management. 
•  Experience in the [industry] sector is highly desirable. 
•  Familiarity with JIRA, SNOW, product roadmap tools or software relevant

Benefits: 

The salary range for this role will be between $120,000 to $150,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:

• Health: medical, dental, and vision insurance and wellbeing resources and programs
• Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
• Family: parental leave, maternity support, fertility services
• Development: 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.