Vice President of Client Service, Voice at LivePerson

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LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, 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, developers and builders to join the team.

You will thrive here if: 

You can operate in a fast paced, dynamic environment

You can build partnerships that move our business forward

You build systems and processes that help your team and others to better succeed  

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

You believe data-driven decision making is the norm

You relate to our core principles (link) and want to work with Conversational AI experts

In this role as a VP of Client Services, Voice, You will be in a leadership role responsible for the successful development and ongoing support for all client services related to LivePerson Voice products and services.  You will own an “overlay” team of subject matter and industry experts who will be responsible for each area of client services including Implementation, Professional Services, Telco Solutions, Customer Success, Technical Account Management, Technical Support. Each of these areas will require dedicated resources and strong focus to succeed.  You will also be responsible for building alliances with counterparts throughout the organization in the core areas of messaging and conversational AI, aligning processes and communication strategies as well as possible while protecting the needs of your own teams. 

In this role you will:

  • Be a leader within the Voice organization, driving all client services.
  • Lead through steady and thoughtful guidance and operational thinking. 
  • Protect and support your teams, ensuring their ability to thrive as a focused group of experts within the larger organization. 
  • Own the Implementation, Professional Services, Customer Success, Technical Account Management, and Telco Solutions teams for LivePerson Voice products and services.
  • Be a Systems Thinker - Develop alliances with other departments throughout the organization, adopting systems as appropriate and helping to evolve what already exists. 
  • Be Data-Driven - Measure successes and failures objectively, developing and reporting on KPIs and quarterly initiatives. 
  • Effectively communicate and report on programs and statuses to upstream stakeholders. 
  • Be Strategic - You will have the opportunity to develop processes and programs that help several groups to align around common foundations and principles. 
  • Develop programs that help to realize benefits from economies of scale across multiple groups coming together under one department. 
  • Develop and maintain effective organizational responsibility structures that include recruiting, training, coaching, onboarding, mentoring, supervision, and more. 
  • Develop and mentor direct reports, driving enterprise quality systems-thinking
  • Be proactive in identifying opportunities for improvement within or outside of your organizational unit.
  • Work cross-functionally with Voice and Global Sales Organizations to provide expert guidance and solutioning as needed. 
  • Own paid-for professional services programs, working with other revenue-generating teams to adequately report on and allocate revenue received.
  • Work with Product Management, Engineering, and Enablement teams to drive feedback on product, process, or supportability, and help improve the product
  • Interact with customers proactively and through escalations, helping to efficiently resolve problems that arise 

Your qualifications are:

  • Bachelor’s degree with a technical discipline.
  • 6+ years of software platform or SaaS client services management experience
  • 6+ years in contact center product / sales / implementation experience
  • 6+ years of experience in leadership roles related to client services
  • 4+ years in roles managing managers
  • Proven experience managing client services, driven by success metrics such as CSAT, SLAs, NPS, and other objective metrics. 
  • Experience managing revenue-generating organizations and SLA-driven client services organizations. 
  • Experience managing both Professional Services and Technical Services teams and programs
  • Experience running an end-to-end department preferred. 
  • Ability to communicate effectively – demonstrate clarity of thought in writing & presentations.
  • Effective at collaborating across boundaries & job families with multiple stakeholders.
  • Experience with CCaaS systems is a plus. 
  •  

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 top tier tech & data science colleagues, along with opportunities to push your own limits. We embrace invention and experimentation. You’ll have great benefits and flexible time off. 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.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
The United We Tech Series: The LivePerson Episode
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What are LivePerson Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Paid industry certifications
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