LivePerson is a transformational force in how Brands and Consumers communicate. With over 18,000 customers 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 to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow 

You relate to our core principles and want to work with experts in their respective fields

The successful candidate has an opportunity to join a highly outstanding team within a fast-paced and driven organization.

In this role you will:

• Support the Leadership team to drive the P&L performance of your account with key KPIs achieving a 55% margin on your account and 50% automation containment.
• Support  the revenue growth of the account strategically that meets both LivePerson and client goal by proactively identifying, suggesting and driving the adoption of new and innovative tools and features for increasing value of the LivePerson solution with AI and automation being a core part of the solution
• Establish, maintain, and improve key stakeholder relationship within the client's organization
• Make recommendations for optimizing the performance of both operations and bots for your account
• Create playbooks and optimization plans with measurable KPIs and timelines and manage their execution
• Preparing quality presentations at an account and leadership level to articulate account performance, operations excellence, automation and growth opportunities.
• Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational and messaging expertise to evaluate performance results and recommendations.
• Maintains and monitors operational excellence with partners. This will include initiatives like identifying trends for operational efficiency across partners using key messaging levers and maintaining a healthy labor margin.
• Recommend resource allocation and identify all delivery needs and resources in line with customer requirements and key outcomes
• Support business partners to review and manage conversational experiences on our bot & agent assist products. 
• Ability to create and deliver statements of work to both existing and prospective customers and labor partners
• Work closely with operations partners, conversational designer and bot optimization/tuner to manage the process of reviewing and maintaining the agent and bot conversational experience 
• Partner with account SME’s to understand intents - including the context, the topics, and the types of questions they expect consumers to ask a bot
• Work with the team analyst to us the actionable conclusions from partial data-sets and manage optimization through operations and automation initiatives and execution

You should be an expert in:

• Consultative approach to selling; solution-selling approach
• Communication of complex and impactful business analysis to stakeholders
• Ability to communicate effectively with both technical and non-technical individuals
• Operational and technical understanding of Chat and Messaging Contact Center environments and software
• Knowledge of LivePerson platform at scale, and have technical acumen that allows for a complete understanding of the fundamentals underlying messaging and automation technologies 
• Bot design and delivery experience, including familiarity of Natural Language Processing delivery options to meet customer needs at a global scale
• Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
• Excellent oral and written communication skills

Preferred Skills:

• Bachelor's degree in Finance, Business, Technology, or related technical field
• Experience within the Technology Industry is preferred; SAAS highly favorable
• Deep skills in report design and generation
• Leveraging technology to invent, automate, improve, and scale
• Proven ability to meet deadlines, multitask, and prioritize workload
• Strong solution analysis experience in a global environment with distributed teams

Why you’ll love working here:

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer. 

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.