Program Manager
South Melbourne
- Design/build/implement and maintain all processes and tools to support the GTMR program, ensuring consistency within the GTMR team and process excellence.- Execute the end-to-end release management discipline focused on ensuring the best agent and customer experience possible for specific implementations and releases.- Be responsible for end-to-end release readiness and coordination, with a strong focus on project management methodology, for assigned implementations and releases.- Maintain clear and actionable project plans, risk mitigation plans, and open issues logs to ensure flawless and timely execution of launch activities.- Collaborate across all LivePerson business to coordinate successful launch activities in preparation for successful deployments to customers.- Hold primary responsibility for ensuring all impacted stakeholders are prepared and have signed off on implementations and releases, including the resulting customer experience.- Establish a program for each customer which will determine usage, functionality, adoption, operational optimization and ROI consistent with, or exceeding, customer expectation. The program will be in the form of a high level Gantt chart which clearly defines overall plan, inter-dependencies and major plan milestones.- Deliver relevant performance review data at regular and agreed review points. The data must be interpreted to determine customer performance and support recommendations to increase the business benefits and usage of LivePerson’s products.- Ensure that all engaged staffs are focused upon the customer success factors that increase usage of LivePerson’s offerings within reasonable and agreed ROI criteria.- Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators. Increase reference ability and look to promote connection between the customer and LivePerson at all times.
