Implementation Manager Liveperson
New York, NY

Job Description

Liveperson is an expert based culture, built on the drive and passion of smart people! Our business is growing and we are looking for people like you!

LivePerson is the global leader in conversational commerce solutions and we aim to make life easier by transforming how people communicate with brands. Our 18,000 customers, including leading brands like Citibank, HSBC, Orange, Virgin Atlantic, RBS and Liberty Global, use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship - a conversational relationship - with their millions of consumers.

Over the next three years, our goal is to transform the 268 billion analogue phone calls between a brand and it's consumers to digital on the LiveEngage platform. By doing this, we enable consumers to get back time and experience a more connected relationship with the brand in which sales, service, marketing, branches, stores, and contact centre's become a unified experience.

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

In this role you will:

* Create Implementation Planning - The IM designs and controls the project kick off process and ensures customer requirements are met within a detailed delivery plan and is ultimately responsible for scope, time, cost and quality.
* Plan Baseline - The IM will establish a project baseline and detailed plan for each implementation which will determine work packages, client and LivePerson resources, responsibilities and timelines necessary to meet customer and LivePerson objectives. The project plan will be in the form of a high level Gantt chart which clearly defines overall plan, interdependencies and major plan milestones.
* Project Manage - The IM will ensure all aspects of scope, time, quality and cost are achieved or bettered through our comprehensive project management methodology. The IM will manage the Customer kick off meeting and define and control all resources identified from that meeting to ensure the agreed scope is appropriately achieved.
* Handle Project Communication - The IM will communicate plan milestones and general progress through weekly client updates.
* Allocate Resource - The IM will identify all delivery resource needs and request resources in line with plan requirements. The IM is ultimately responsible for the quality of all delivery capability and must escalate any deficiency in order that the agreed delivery plan may be met.
* Own Post Delivery Handover - It is the IM's responsibility to ensure the client is managed in the transition to post implementation. This must include appropriate and detailed handover to our technical support organisation and the assigned CSM/AM. Each implementation must be formerly closed down with a customer handover session and post delivery review.

You should be an expert in:

* Project management skills.
* Managing multiple implementation in a SaaS environment.
* Oral and written communication skills.
* SaaS technology and quick adaptation of new product knowledge.
* Ability to clearly and succinctly build a case/argument and influence by persuasive means the desired outcome with the client.
* Credible and confident at presenting practical ideas to senior executives within the clients organisation.

We care about you.

LivePerson works hard to create a positive employee experience. Your life outside of the office is important to us. We support our teams with competitive benefits and paid time-off that enables our family to take the time they need to recharge.

We want you to feel part of our LivePerson family.

Team events, daily snacks and happy hours on occasion will help you settle quickly into your new workplace.

You can read more about LivePerson and Our Principles here - https://www.liveperson.com/company/#guiding-principals

Our company believes equal opportunities for both genders is something that has been overlooked for too long.

To shake up the industry, LivePerson CEO Robert Locascio recently launched the Equal AI initiative - established to focus efforts on eradicating gender bias in AI engineering. We are also keen on getting women enthusiastic about software engineering by sponsoring "WomenHack" and "Female's Favor{IT}e Conference" events globally.

LivePerson provides equal employment opportunity without regard to an applicant's race, color, age, national origin, religion, sex, gender identity or expression, sexual orientation, veteran status, disability, pregnancy, genetic information, or any other status protected under applicable law.