Senior Customer Success Manager

LivePerson is a leader in trusted enterprise conversational AI and digital transformation. As a Senior Customer Success Manager, you will own a portfolio of enterprise customers, drive successful programs, and ensure customer satisfaction and relationship health throughout the customer lifecycle.

Responsibilities:

• Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success
• Take full accountability of your accounts in all aspects from onboarding to renewal
• Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle
• Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts
• Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes
• Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes
• Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions
• Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use
• Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations
• Develop customer references and case studies

Requirements:

• BS or BA degree
• 7+ years relevant work experience in customer-facing customer success, account management or strategic consulting organization. SaaS experience with Enterprise organizations preferred
• Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes
• Demonstrated leadership, strong negotiation and conflict resolution skills
• Strong interpersonal skills and experience building strong executive relationships
• Proven track record of delivering highly-professional customer service in an ambiguous environment
• Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner
• Excellent communication, presentation and listening skills
• Excellent collaboration skills
• Ability to travel 25+%
• Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred