CTO/VP for Enterprise Technology Services -EMEA

Job Description

LivePerson is a transformational force in how Brands and Consumers communicate. With over 18,000 customers including Citi, 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. We are looking for an experienced CTO (Chief Technology Officer)/Technology VP to oversee the enterprise technology services in EMEA, which includes pre-sales, solution teams, and technical delivery for LivePerson customers. This person will have a solid understanding of technology solutions and architectures and have a proven track record of managing teams delivering mission critical work for the enterprise. The CTO must apply their technical know-how to ensure technology applications reflect the way customers want to interact with the product. They will look at metrics related resource and partner productivity while helping to drive product performance metrics to ensure customer value is being achieved. The CTO will assist in sales opportunities as an expert on the LivePerson product capabilities and will grow a team of experts. The CTO operation will be responsible for delivery financials and will help inform investment decisions to win and grow customer accounts. This role will report to the regional General Manager, with a dotted-line reporting relationship to the LivePerson Global CTO in order to keep tight product alignment.

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

In this role you will:

• Collaborate to define key delivery metrics to guide performance delivery teams for business sponsors
• Conceptualizing and leading product incubation driven by enterprise customer needs and feedback ideas to the company’s product team.
• Design and document systems and processes to manage resource allocation, customer priorities, time tracking, vendor selection, and cost transparency
• Collaborate with project, product, technology & customer teams to provide operational analysis from project conception to implementation
• Manage detailed, customer level data and provide data-driven recommendations on how best to deploy staffing resources for Technical Services and Pre-Sales resources
• Extract data from systems (SalesForce, BI reports, Spreadsheets, LivePerson Systems, etc) to run scenarios for delivery leadership to enable operational improvements and efficiencies
• Work with business and technology leaders to identify opportunities to improve the operations of bots and coordinate improvement tasks with solution engineers and bot developers
• Be able to draw accurate conclusions with partial data-sets and manage process improvement through automation initiatives and execution.
• Deliver collaboratively with the Transformation and Customer Success Organizations to ensure LivePerson technologies are used effectively to drive improved operational effectivenessContinuously improve methodologies and processes, contribute from your experience and insight and build best practice serving customers and collaborating for define efficient processes across a global footprint
• Work well in ambiguous settings to build technical delivery teams that create concrete, incremental value for customers
• Demonstrate the interpersonal skills to interface well with all other disciplines of the business at an executive, managerial, as well as a front-line team level
• Effectively support critical business field sales efforts with customers and partners
• Recommend resource allocation and identify all delivery needs and resources in line with customer requirements and key outcomes

Your qualifications are:

• Shaping, defining, and executing for customers with technical delivery teams
• Ability to communicate effectively with both technical and non-technical individuals
• Operational and technical understanding of Contact Center environments and software
• Familiar with bot design and delivery, including Natural Language Processing delivery options to meet customer needs at a global scale
• Knowledge of SaaS at scale, and have technical acumen that allows for a complete understanding of the fundamentals underlying messaging and automation technologies
• People management, developing and attracting talent, coaching, and performance management
• Collaboration with Client Service Managers, Client Partners and regional leadership to define priority and resource alignment
• Effective communication and be comfortable communicating complex business and technical issues with executive presence
• Excellent oral and written communication skills
• Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
• Must have experience delivering for enterprise companies.

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. You’ll have great benefits plus flexible time off and free lunch on Fridays. 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.