Client Partner

Job Description

LivePerson is a global leader in enterprise to consumer digital communications. Our investment in artificial intelligence, bots, big data technologies, real-time analytics and a world-class hosted platform makes our technology possible at scale and serves the world’s largest enterprises. Liveperson has one of the biggest OpenStack clouds in the world! We give our employees the opportunity to shape the future of the organisation and design their own career.

You will have overall accountability and responsibility for managing a small portfolio of enterprise customers that drives revenue from enterprise LivePerson clients. Assist LivePerson’s enterprise customers transform their conversations and relationships with their own consumers through Messaging, services and strategic insights.

In this role you will be the primary day to day Liveperson executive interface across his/her’s enterprise customers through the entire lifecycle of the relationships and works closely with the customer senior executive teams to develop and deploy new capabilities and transformation programs designed to optimise and efficiently operate their conversational businesses.

Client Partner Manager Responsibilities (what you will own)

• Accountable and responsible for managing the customer P&Ls (within Liveperson) ensuring it consistently meets / exceeds Liveperson revenue and EBIT objectives. This includes driving continuous improvement efforts to ensure Liveperson is supporting the customers in the most efficient and cost effective manner while ensuring contractual commitments and SLA’s are met
• Responsible for the management and execution of a Customer Satisfaction program to measure customer satisfaction, establish improvement targets and define continuous interdepartmental improvement plans that ensure high customer satisfaction with Liveperson
• Manage and cultivate customer relationships at all levels that strengthen, broaden and deepen Liveperson reach and coverage as measured by increased profit, client satisfaction and recognition from customer that Liveperson is a trusted strategic partner
• Lead weekly business and strategy updates with the G.M. APAC
• Lead the development and execution of rolling strategic customer account plans that exploits Liveperson capabilities and drives new growth opportunities
• Maintain subject matter expertise on the Liveperson technology, all supporting services, and best practices and effectively communicate all offerings and product enhancements to the customers
• Participate in strategic cross functional innovation projects and operating plans to drive innovation, growth and operational excellence across Liveperson and with the customers.
• Advocate industry and customer needs, feature requests and goals within the Liveperson organization to support and enable the prioritization and timely investment in innovation that keeps Liveperson ahead of the market.

Requirements (what you need for success)

• At least 7+ years of proven account management experience, preferably in the retail ecommerce, management consulting, software or technology environment
• Strong account management discipline, processes and structure
• Proven leadership experience with the ability to build, motivate and direct a team
• Significant experience working with C-level Client executives regularly
• Excellent client relationship, team leadership and delivery skills with the demonstrated ability to communicate effectively throughout all levels of an organisation.
• Excellent business data analysis and modelling expertise
• Excellent computer, presentation, communication and time management skill , persistent and a skilled negotiator with proven track record of driving change with clients

Personal Attributes

These attributes drive top performers to consistently achieve their business and personal goals

• Possess a high level of initiative
• Handle stressful situations and deadline pressures well
• Ability to plan and carry out responsibilities with minimal direction
• Strong written and verbal communication skills in the English language
• Strong analytical, assessment and problem-solving skills
• Strong interpersonal skills
• Ability to work independently and as part of a team
• Self-starter, ability to work with limited supervision, multi-tasker