Customer Success Manager

About LivePerson

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

Overview of the Role

The Customer Success Manager position is a pivotal role at LivePerson. The Success Manager is the face of LivePerson to their customers & the main focal point for all related topics. LivePerson's goal is to connect consumers with brands through LivePerson's set of AI solutions and innovative channels. A Success Manager focus is to retain and grow their Book of Business by identifying the unique value for each brand, maintain close relationships with key stakeholders and ultimately expand each account in terms of the solutions LivePerson has to offer.

Responsibilities

• Drive growth by identifying upgrade opportunities and generating new revenues with existing customers.
• Develop relationships to serve as a trusted consultant with customers to optimize their online engagement strategy.
• Understand how to build and present a LivePerson sales story using data and insights.
• Generate business plans to define your strategies and tactics.
• Understand and adapt to LivePerson's ongoing product and technology developments.
• Manage multiple cross-product opportunities and projects.
• Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization.

Qualifications

• Tech savvy with good analytical skills.
• 5+ years experience in international B2B customer facing positions with a proven sales record.
• A strong understanding of businesses and digital trends.
• Customer oriented and excellent communication skills.
• Excellent presentation skills.
• Proven experience in customer facing roles, via telephone, web and face to face.
• Understanding of e-commerce business needs.
• Experience in working with multiple stakeholders (Product, procurement, legal etc).
• Ability to think and act independently.
• Curiosity & resourcefulness to understand brands internal process.

Benefits

• Health: medical, dental, vision and wellbeing.
• Time away: vacation, dependent care, holidays, wellness days, and more.
• Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability.
• 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, exclusive perks and discounts and more.

Why You'll Love Working Here

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.

Belonging at LivePerson

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment.