Customer Success Manager

Profile

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Disney, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.
We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.
The CSM is a key and pivotal role within our Enterprise Accounts. The CSM both owns and manages the customer account program designed to exceed customer and LivePerson key performance goals associated with the ROI and product usage. The coordination of activities, timely reporting and the management of all risk and escalation will be a significant element of this role.
What Will You Own?
Consulting Services: Consult to clients as subject matter expert in messaging operations, providing guidance and recommendations on best practice operations, effective use of the LiveEngage platform and the roadmap to transformation
implementations and throughout the delivery of the account Program of Work.
Portfolio & Account Management: Act as Program Manager for account, driving delivery of the account program of work and maintaining standards for overall projects and activities within the account.
Product Adoption: Identify opportunities where business needs can be met by LivePerson capabilities and successfully deploy into customer’s account.
ROI and Value Management: Coordinate relevant performance review data at regular and agreed review points. Interpret that data to determine customer performance and support recommendations to increase the business benefits and usage of LivePerson’s products.
Operations Management: Proactively suggest and drive the adoption of new and innovative tools and features for increasing value of the LivePerson solution for customers centred around connection centre operations.
Delivering Best Practices: continuous optimization and improvements in developing and sharing best practices and lessons learned for increasing overall program efficiency.
Account Planning: Collaborate with the Client Partner & Customer to establish a Strategic Account Plan consistent with the customer’s needs
Relationship Management: Maintain an excellent relationship with the key stakeholders of the account and convert these relationships and conversations into significant outcomes, such as account growth and usage increase. Serve as the escalation point for any items within the account.
Customer Satisfaction: Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators. Increase reference ability.
Strategic Initiatives: Own, drive and/or support activities that transform business through thought leadership, vision and organizational development.
What Do You Need for Success?
BS or BA degree, MBA preferred
2-3 years managing the SAAS software solutions within Enterprise client organizations
Demonstrated consulting experience in an enterprise environment
Demonstrated strong negotiation and conflict resolution skills
Analytical and problem solving skills
Outstanding interpersonal, relationship building skills conducive to team collaboration
Operational knowledge of contact centers
Consistent track record of success and progressive achievement in career to date
Well spoken, articulate and capable with business and technical writing & presentations in English
Being available and willing to make trips to regional client sites
Actively connect with colleagues, cross functional team members and our customers to foster meaningful connections
CSM KPI’s :
Billable Utilization – Personal billable utilization
Efficiency: budgeted vs actual hours/resources needed
Feature adoption & new product/programs introduction (messaging driven)
Existing logo revenue
Attainment of Customers KPIs/Goals
Customer Satisfaction (NPS)

Company info

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