As an Account Manager for Direct Response programs at LiveOps, you will play a vital client management role for our highest revenue producing group. We are a profitable and growing company in the exciting virtual and on demand contact center space. In this role, you'll directly contribute to our continued growth and success by managing key client relationships. Our company is led by a top-notch executive team, with members from eBay, Genesys, Saleforce.com and other industry leading companies, and has been awarded numerous awards including the 2009 Alfred P. Sloan Awards for Business Excellence in Workplace Flexibility. This is a phenomenal opportunity to get in at a successful and growing company that is revolutionizing the World of Work.
Responsibilities:
Primary point of contact to the client, and relationship owner
Manage the overall client relationship by setting and ultimately responsible for delivering on client expectations
Demonstrates a thorough understanding of client´s marketing strategy
Analyze program metrics and develop account strategies in order to drive the growth and profitability of your accounts.
Maintain and grow revenue from existing clients and identify and participate in new business initiatives for prospects
Manage internal cross functional teams to meet client deliverables including - production engineering, operations, performance management, agent management, etc.
Anticipates client questions and demonstrates excellent de-escalation and resolution skills
Exceed client expectations by providing timely follow-up and ensuring all requests are met and delivered.
Work with immediate supervisor to define and develop measurement models for project success with clients
Develop and facilitate customer satisfaction evaluation process
Qualifications:
7 plus years of professional work experience
5 plus years of client service and account management experience, marketing, communications or client-facing position
Demonstrated understanding of strategic marketing, business and financial principles
Detail oriented and customer focused
Superior written and oral communication skills
Outstanding presentation abilities
Ability to manage several projects at once
Demonstrated successful organizational skills
Sound judgment and interpersonal skills
Rapid comprehension and retention of information
BA/BS from an accredited college or university;
Advanced degree a plus
About LiveOps:
LiveOps helps companies break away from the complexity and constraints of traditional call center models. We provide the only complete On-Demand Contact Center solution; the largest community of highly qualified, independent, at-home agents for call center outsourcing; and proven best practices from our experience operating the largest virtual call center in the world.
In the direct response market, LiveOps has gained the undisputed reputation as the best performing call center outsourcer, with 30% more revenue per campaign than traditional outsourcers. For the enterprise market, LiveOps helps companies transform their traditional contact center into a more flexible, highly scalable, and cost-effective on-demand contact center model.
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