Director, Partner Programs and Operations

September 26

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LivePerson

WebsiteLinkedInAll Job Openings

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

1001 - 5000

💰 $2.3M Post-IPO Equity on 2012-06

Description

• Lead the evolution, development, and implementation of LivePerson’s Partner Program • Establish compelling business propositions for partners to deliver value across the customer lifecycle • Lead the end-to-end onboarding process for new partners, including legal, security, finance and system setup • Coordinate with internal teams to ensure successful integration of partner services. • Manage day-to-day operations related to partner activities ie. partner deal registration • Monitor performance metrics and KPIs to ensure partnership goals are met including compliance to training and certification requirements • Lead QBR segment of the operational review • Enforce use of LP systems such as Partner Portals rather than relying on informal channel of communications • Promote the use of Community • Work closely with the finance team to ensure accurate partner billing and avoid payment delays • Implement and operationalise Management rebates and SPIFF programs • Ownership and management of Partner Portal • Work closely with the enablement team for Partner Training and ongoing Enablement • Ensuring Salesforce hygiene for Partner Accounts and Opportunities • Document and outline end to end partner enablement process • Design and improve overall partner experience • Continuous improvement in making it easier to do business with LivePerson • Identify inefficiencies in partnership operations and implement improvements. • Develop and maintain standard operating procedures (SOPs) for partner interactions. • Work closely with Sales, Marketing, Product, and Engineering teams to align partnership strategies. • Serve as the primary point of contact for internal stakeholders regarding partner operations. • Develop and oversee the performance metrics for partner operations, ensuring that objectives are met. • Analyze partnership performance data to provide insights and recommendations. • Prepare regular reports and presentations for senior management. • Ensure all partnership activities comply with company policies and industry regulations. • Mitigate risks by conducting regular audits and assessments. • Foster strong relationships with partners to enhance collaboration.

Requirements

• BS or BA degree, an MBA is a plus • 10+ years experience with 5+ years working as a Director level in a similar role • Strong understanding of enterprise architecture, technical complexities, and solution nuances. • Exceptional communication and presentation skills, with the ability to convey technical concepts to both technical and non-technical audiences. • Deep knowledge of automation, AI, and next-generation technologies. • Strategic mindset with the ability to anticipate market trends and adapt strategies accordingly. • Strong leadership skills, capable of motivating and guiding cross-functional teams and partners. • Excellent problem-solving and risk management abilities. • Prior partner program strategy, design, and implementation experience. • Prior experience in risk assessment and mitigation in technical projects. • Familiarity with various industries and their specific integration needs is a plus. • Flexibility to travel as required for partner engagements and client interactions. • SAAS software solutions within Enterprise client organisations • Experience in working with Digital/Web/Mobile, CX, CRM, eCommerce software • Demonstrated leadership, strong analytical and communication skills • Ability to present solutions effectively • Experience in developing and managing enablement/training programs • Strong presentation skills • Proven ability to lead cross-functional teams • Consistent track record of success and progressive achievement in career to date • Business fluent in English

Benefits

• 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