Customer Success Manager

February 5

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LivePerson

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LivePerson is a company that provides a dynamic platform for businesses to manage their digital connections through URL shortening and QR code generation. The platform offers solutions such as branded links, mobile links, and landing pages, with advanced analytics and tracking capabilities. LivePerson's technology is designed to enhance the user experience across various industries, including retail, consumer packaged goods, hospitality, media, technology, healthcare, and finance, among others. It empowers businesses to engage their audiences more effectively, providing tools for developers, marketing teams, and customer service to streamline communication and optimize customer interactions. Adopted by over 500,000 global customers, LivePerson connects millions of users monthly with its comprehensive digital connection solutions.

Messaging • Automation • Bots & AI • Artificial Intelligence • Conversational AI

1001 - 5000 employees

Founded 1995

☁️ SaaS

🤝 B2B

💰 $2.3M Post-IPO Equity on 2012-06

📋 Description

• LivePerson is currently seeking a creative and talented professional to join our Customer Success team as a Strategic Customer Success Manager (Strategic CSM). • As a Strategic CSM, you will own a portfolio of Strategic customers and have responsibility for driving successful programs that enable usage growth and overall return on investment. • You’ll ensure interactions are managed to customer satisfaction, relationship health and program success. • Collaborate with Client Partners, Area Vice Presidents and customer stakeholders to translate account strategy into a clear success plan. • Proactively consult and drive the adoption of new, innovative tools and features for increasing the value of LivePerson’s solution. • Coordinate with Support and TAMs to diagnose and resolve issues highlighted by customers, ensuring resolution in a timely manner. • Facilitate and lead regularly scheduled performance reviews, leveraging operational and messaging expertise to evaluate performance results and recommendations. • Identify and implement new strategies and end points to maximize programme performance.

🎯 Requirements

• BS or BA degree • 6+ years in delivery or management of SaaS software solutions within Enterprise organisations • Demonstrated leadership, strong negotiation and conflict resolution skills • Ability to act as a strategic account leader, leveraging cross-functional resources and teams to meet the needs of LivePerson’s strategic, enterprise customers. • Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner • Ability to think strategically and identify critical success factors when developing strategy and success plans • Ability to translate diverse information into meaningful conclusions and results • Ability to work effectively in a remote, team oriented, high demand and fast paced environment • Ability to proactively and continually collaborate with clients and colleagues to ensure business outcomes • Outstanding interpersonal, relationship building skills conducive to team collaboration • Solid communication skills to manage to various levels of LivePerson and customer contacts • Ability to flex travel up to 20 - 40% • Consistent track record of success and progressive achievement in career to date • Strong operational knowledge of contact centers and associated KPI’s is preferred

🏖️ Benefits

• Health: medical, dental, vision and wellbeing. • Time away: vacation, dependent care, holidays, wellness days, and more • Health: Medical, Dental and EAP. • Time away: 28 days holiday + up to 5 Care Days. • Financial: Workplace Pension Scheme, Employee Stock Purchase Plan. • Family: Paid Parental Leave, maternity support. • Development: Generous tuition reimbursement and access to internal professional development resources. • Additional: Group life insurance, • #LI-Remote