Customer Success Manager

Are you passionate about delivering value to customers ? If so, then LivePerson is looking for you!

LivePerson is currently seeking a Customer Success Manager to join our team based out of our New York office.

LivePerson’s vision is to empower consumers to stop wasting time on hold with 1-800 numbers and instead message their favorite brands just as they do with friends and family. This is all done on our award-winning mobile and online messaging platform, LiveEngage. More than 18,000 businesses — including Microsoft, Virgin Atlantic, The Home Depot, Citibank, IBM, Adobe, and ½ of the Global Fortune 500 telecoms and commercial banks — choose LivePerson because of our unparalleled intelligence, security and scalability demanded by the most recognizable global brands. Our more than 1,000 employees across 13 global offices live by our core values of “Be an Owner” and “Help Others” and are connected by our strong company culture. Headquartered in New York City, we have offices in Atlanta, London, Reading (UK), Paris, Melbourne, Milan, Tokyo, Mannheim, Berlin, Amsterdam and a world-class tech hub in Tel Aviv. (NASDAQ: LPSN)

What You Will Own?

Onboarding & Delivery

• Support pre-sales + kickoff on deployment process and methodology.
• Create business cases/use cases to facilitate applicability for new Product/Features.
• Conduct scoping and provide estimates and resource requirements on new projects.
• Conduct project meetings as determined by plan or agreement with customers for projects.

Performance Management

• Lead and conduct regularly scheduled, monthly and quarterly performance reviews.
• Create value summaries and business benefits for the program. Create account reports and prepare analytical tools/analysis.
• Support account/project meetings (agenda preparation, coordinating relevant participants, meeting notes).
• Conduct transcript reviews, missed opportunities analysis, agent effectiveness and sentiment analysis.

Program Management

• Serve as the escalation point for any items within the account.
• Conduct regularly scheduled account review meetings with customers.
• Support the contract and renewals process.
• Proactively provide thought leadership and ideas/recommendations in support of customer initiatives and goals.

What You Need for Success?

• BS or BA degree, MBA preferred
• 5+ years managing the SAAS software solutions within Enterprise client organizations.
• Demonstrated leadership, strong negotiation and conflict resolution skills.
• Proficient understanding of LivePerson’s Products & Services as well as general web-based technologies.
• Strong Analytical and problem solving skills.
• Outstanding interpersonal, relationship building skills conducive to team collaboration.
• Consistent track record of success and progressive achievement in career to date
• Well spoken, articulate and capable with business and technical writing & presentations.