LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, 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.

LivePerson's Customer Success (CS) organization mission is to partner with our customers to deliver maximum value from their investment in LivePerson. We are outcome focussed and deliver an amazing experience at every touchpoint our customer has with us. Customer
Success is a cross-functional team who works closely with our Sales, Marketing, and Product  Management teams to drive adoption, retention, and growth.

The CS Strategy & Operations team is critical to LivePerson’s global Customer Success (CS) team by managing the systems, processes, and tools that enable CS to scale and ensure our CSMs focus on helping our customers achieve value through their desired business outcomes. The CS Strategy & Operations Analyst will support LivePerson’s CS leadership team by providing key metrics and developing efficient operational processes to manage our business. This will be accomplished through a combination of reporting, analytics and operational process design with solutions developed at scale. Your curiosity and passion for customer success as well as your sharp attention to detail will drive continuous and measurable improvement across the global team

What You Will Do:

• Provide data analysis, insight, and reporting and analysis of key customer success metrics to the business to enable data driven decisions.
• Operationalize key CS metrics and critical business processes such as Customer Engagement, Customer Health, EBRs, At risk and Escalation, capacity and utilization.
• Define, create, and maintain reporting tools and dashboards to track and maximize operational efficiency for the Customer Success organization.  
• Analyze data and leverage insights to diagnose and scope problems, implement recommendations, and track success.
• Prepare forecast reporting as required, and support data requests for quarterly business reviews.
• Leverage Salesforce.com, FinancialForce, and other tools to provide analytics on performance against CS metrics.
• Partner with key stakeholders in Finance, Sales Operations, and Enablement to deploy new Customer Success business processes.

Experience You will Need:

• Master Degree in Business Administration or Information Technology
• 3+ years experience working in an equivalent role within a Customer Success, Sales or Marketing Operations organization at a SaaS company.
• Knowledge of Customer Success metrics including net/gross revenue retention, customer health score, utilization, and productivity.
• Database management, SQL querying experience necessary
• Expert Level in processing creating reports and dashboards via BI tools.
• Experience working cross functionally in  mid-sized or large organizations
• Experience with customer success and/or professional services tools, practices, and methodologies
• Experience developing Customer Programs including Executive Sponsor, NPS, CSAT, Webinars, etc
• Strong communication skills, written and verbal
• Strong problem solving skills
• Excellent collaboration skills
• Experience with Salesforce, FinancialForce, Power BI, Tableau, and Customer Success Automation tools 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 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.

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