EMEA Program Manager
Reading, U.K
Job Overview:
You are cordially invited to consider LivePerson the market leader in real-time intelligent customer engagement, and a dynamic and high-growth company, as your next place to work, contribute and grow. From the largest global enterprises to one-person businesses, our 8,500 customers trust us to deliver increased sales conversions, higher order values and lower support costs.
We believe that success is driven primarily by human connections between employees, partners, and of course, each individual customer. Our mission is to help companies create deeper connections with their customers, and our investment in real-time analytics, metrics and our world-class platform makes this possible at scale. Fast-paced and entrepreneurial, we view our workplace of five hundred globally distributed staff as a single community, strengthened by our values of personal ownership and a commitment and the belief that every interaction is an opportunity for lasting connection.
We are seeking a Program Manager to work from our Reading, United Kingdom office to improve client ROI, increase customer satisfaction levels, and boost revenue. You will ensure that programs and projects of new clients are executed flawlessly while nurturing open and productive working relationships. You will also deliver the highest level of customer service and collaborate with a core group of targeted clients leveraging your technical know-how. Your success as a Program Manager will open up growth opportunities for you within the company.
What you will own:
Reporting to the Director of Professional Services the Program Manager (PM) will be responsible for the entire life cycle of assigned Tier 1 clients. The role involves; scoping, deploying, managing and maintaining the strategic account plans all assigned accounts. Activities include;
- Proactive relationship management
- Understand and interpret complex customer business models
- Subject matter expertise
- Apply LivePersons’ suite of products and solutions to achieve customer objectives and align with LivePersons revenue growth goals.
- Take an active leadership role to ensure senior client stakeholders are able to effectively manage their LivePerson channels in achieving desired results for their business.
- Identifying optimization points where LivePerson can drive additional value as well as identifying and pursuing organic growth opportunities within existing clients.
The PM will be responsible for driving results through various measurement tools and will be the central point of communication both within LivePerson and outward to assigned client(s).
How you will help others:
- Successfully partner/lead virtual multi-disciplinary team (sales, R&D, technical support and Professional Services) to successfully maintain and grow client relationships.
- Lead the deployment process utilizing your project management skills through to a successful long term contract agreement.
- Capture and summarise client performance benchmarks and best practices whilst supporting the development of case studies and new professional service offerings.
- Manage and ensure successful implementation of projects supporting long term success of Tier 1 clients.
- Successfully grow customer accounts through maintaining and exceeding ROI benchmark targets.
- Develop and maintain executive level relationships within Tier 1 clients.
- Generate a strategic account plan, management work plan and drive regular quarterly business reviews with the key stakeholders within assigned accounts.
- Work with Analytics team in deciphering key findings. Consult your assigned clients on your findings and execute and measure to determine impact.
- Ensure that the staff and leadership of Tier 1 clients are adequately trained on both the LivePerson product and on sales and service skills in the online channel.
- Capture and share customer feedback on product enhancements and service offerings.
- Offer support of Sales Account Executives in a pre-sales capacity to address solution delivery process and technical considerations.
- Champion your clients cause by leading client facing and internal discussions around the advancement of new innovative product ideas or use cases for our solution.
- Others as assigned.
What you will bring:
- 5-10 years experience in a consultative project management role (or equivalent), preferably in the United Kingdom or Europe.
- Experience in enterprise level account management.
- Proven track record of managing projects, generating and managing strategic account plans and delivering results for Fortune 500 accounts.
- Demonstrated success of organic growth within customer accounts.
- Ability to work with analytics and draw conclusions to execute upon.
- Ability to simultaneously manage multiple client relationships successfully.
- Experience working in or working with call centers (preferably management level or above) a plus.
- ASP/eCommerce industry experience or Management consulting experience.
- Strong verbal and written communication skills in English (additional key European language a plus).
- Significant experience working as part of a team environment
- Each deployment will require that you work as part of a close knit team of professionals to achieve the desired results.
- Technical acumen for web-based technology, as well as; Google Application, MS Office and SalesForce.
- Working knowledge of; HMTL and JavaScript (programming experience a plus)
- Flexibility to work within a fast-paced, industrious environment and able to adapt accordingly.
- Bachelor’s degree required.
- Travel approximately 30-40%.
Level of supervision: Minimal
People Manager: No
If yes, number supervised: n/a
We want our community to be passionate about the potential of our technology, dedicated to helping others, consummate communicators and highly intelligent. If you know with conviction that you possess these attributes, then we invite you to apply!
LivePerson is an equal opportunity employer.
All openings are for full-time positions unless otherwise indicated.
