LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.
At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.
Overview:
The Business analyst work in a cross-functional team that supports leadership, sales, and CSMs throughout key moments of the customer lifecycle, including new deals, renewals, attrition, and growth. You will act as a center of excellence, providing expertise and guidance to our customers through digital transformation initiatives.
You will work closely with the Data team (PowerBi and Tableau) to find new opportunities for our customers to increase cost-savings, revenue generation, and customer experience. You will empower, clients, sales, and Customer Success Managers (CSMs) to make informed decisions through a deeper understanding of LP products and services.
This role is ideal for you if you have a background in conversational AI, contact center/ CcaaS, or a passion for automation and messaging. You are a professional who thrives in a collaborative environment and is dedicated to driving customer success through digital transformation.
You will:
- Shape Our Strategic Vision: Develop industry benchmarks, maturity frameworks, best practice documentation, and champion the value proposition of LivePerson products.
- Forge Strong Client Relationships: Gain a comprehensive understanding of client business objectives, pain points, needs, and requirements to cultivate strong, strategic relationships.
- Expert Analysis & Recommendations: Analyze customer situations, identify potential gaps, and advise internal teams on how LivePerson solutions can bridge those gaps and deliver value.
- Executive Actionable Insights: Craft compelling presentations and facilitate workshops for C-level executives, transforming data into actionable items that secure buy-in.
- Conversational AI Implementation Champion: Anticipate and address challenges clients might face when implementing Conversational AI programs.
- Produce Implementation/Project Documentation: Define and implement the technical strategy and roadmap for the Conversational AI solutions ensuring a smooth handover from the sales or CSM team to the service and IT teams.
- Measure Success & Drive ROI: Track key performance indicators (KPIs), manage project outcomes, and build robust ROI models for strategic projects and initiatives spearheaded by the team.
- LivePerson Product Expertise: Possess a deep understanding of LivePerson products and services to provide strategic guidance to clients during adoption and eliminate gaps in their experience.
You have:
- 2-4 years experience in a consulting capacity or project management-type roles. Experience in a sales capacity is a plus.
Background in Conversational AI, Customer Support Operations and/or GenerativeAI implementations
- You have experience generating insights from data (PowerBi/Tableau)
- Previous experience with technical architecture around LLM/NLP
- Bachelor’s Degree or equivalent work experience required
Benefits:
The salary range for this role will be between $80,000 to $92,000. Final compensation will be determined by a variety of factors, including, but not limited to your location, skills, experience, education, and/or professional certifications. During the phone screening, your recruiter will provide the location-specific salary range for this role. Regardless of your personal situation or where you are in the world, LivePerson offers comprehensive and great benefits programs to meet your needs:
- Health: medical, dental, and vision insurance and wellbeing resources and programs
- Time away: Public holidays and discretionary PTO package for flexible days off with manager approval
- Financial: 401K, ESPP, Basic life and AD&D insurance, long-term and short-term disability
- Family: parental leave, maternity support, fertility services
- Development: tuition reimbursement and access to internal professional development resources.
- Additional: 24/7 access to professional counselors, voluntary insurance coverage, exclusive perks and discounts
Why you’ll love working here:
LivePerson is a hub for the ever-curious and proactive, offering a flexible work-life balance tailored to individual needs. With offices and WeWork locations worldwide, our flexible work policy provides our teams the freedom to work from their preferred environment. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace.
Belonging at LivePerson
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 with criminal histories, consistent with applicable federal, state, and local law.
We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.
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