Program Manager Job in Reading, Home Counties UK
Reading, UK. Salary 50K to 65K per annum
In partnership with our client LivePerson we are looking for a dynamic and entrepreneurial Program manager.
Founded in 1995, LivePerson (NASDAQ: LPSN) is the cutting edge leader in active real-time engagement for blue chip clients worldwide. They develop, deliver and support, tools and platforms so their clients can engage their customers through; chat, click-to-talk, email management and FAQ/knowledge base. Built on a world class SaaS platform, they analyse and monitor over 1 billion visitors on the web with industry leading 3rd Generation, analytics and predictive targeting engine.
Job Description:
Reporting to the Director of Professional Services the Program Manager (PM) will be responsible for the entire life cycle of assigned Tier 1 clients. The role involves; scoping, deploying, managing and maintaining the strategic account plans all assigned accounts. Activities include;
The PM will be responsible for driving results through various measurement tools and will be the central point of communication both within LivePerson and outward to assigned client(s).
Key Responsibilities:
- Successfully partner/lead virtual multi-disciplinary team (sales, RD, technical support and Professional Services) to successfully maintain and grow client relationships.
- Lead the deployment process utilizing your project management skills through to a successful long term contract agreement.
- Capture and summarise client performance benchmarks and best practices whilst supporting the development of case studies and new professional service offerings.
- Manage and ensure successful implementation of projects supporting long term success of Tier 1 clients.
- Successfully grow customer accounts through maintaining and exceeding ROI benchmark targets.
- Develop and maintain executive level relationships within Tier 1 clients.
- Generate a strategic account plan, management work plan and drive regular quarterly business reviews with the key stakeholders within assigned accounts.
- Work with Analytics team in deciphering key findings. Consult your assigned clients on your findings and execute and measure to determine impact.
- Ensure that the staff and leadership of Tier 1 clients are adequately trained on both the LivePerson product and on sales and service skills in the online channel.
- Capture and share customer feedback on product enhancements and service offerings.
- Offer support of Sales Account Executives in a pre-sales capacity to address solution delivery process and technical considerations.
- Champion your clients cause by leading client facing and internal discussions around the advancement of new innovative product ideas or use cases for our solution.
- Others as assigned.
Job Requirements:
- A graduate with 5-10 years experience in a consultative project management role (or equivalent), preferably in the United Kingdom or Europe.
- Experience in enterprise level account management.
- Proven track record of managing projects, generating and managing strategic account plans and delivering results for Fortune 500 accounts.
- Demonstrated success of organic growth within customer accounts.
- Ability to work with analytics and draw conclusions to execute upon.
- Ability to simultaneously manage multiple client relationships successfully.
- Experience working in or working with call centers (preferably management level or above) a plus.
- ASP/eCommerce industry experience or Management consulting experience.
- Additional key European language a plus.
- Technical acumen for web-based technology, as well as; Google Application, MS Office and SalesForce.
- Working knowledge of; HMTL and JavaScript (programming experience a plus)
- Travel approximately 30-40%.
To apply for this role please send your CV to the Ortolan Group Plc. We are engaged to review applications. By applying for this post you authorise us to pass on your application to our client. We will respond to all applications within five working days.