As an Account Manager based out of our Santa Clara, CA office, you´ll be part of a dedicated account management team for a specific book of clients, specifically in the rapidly growing and exciting speech applications team. Playing a key role on the team, you will own all stages of program implementation and execution. You will work with clients to help define program requirements, coordinate the customer set-up process, and work with customers to troubleshoot issues. Once customers are live you´ll collaborate with cross-functional support teams to continuously improve the program´s performance. To succeed in this role, you´ll demonstrate strong communication skills and the ability to multi-task on a daily basis. These skills will enable you to build strong relationships and seamlessly execute on a variety of projects with changing priorities. Your organizational skills and attention to detail will also be important in our fast-paced, dynamic environment. A bachelor´s degree is required for this role and professional experience with project management or account management required. Apply today to begin a progressive and rewarding career with us!
About the speech applications team:
The team is a lean and rapidly growing group, focused on the expansion of LiveOps´ penetration into the Interactive Voice Recognition market segment. This unique roll will allow you to learn about an emerging technology, as well as our core agent business, and you will be at the forefront of implementing business strategies.
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
Communicate how current data insights/tactics associate with longer-term strategy objectives.
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
Partner with clients to develop and write business plans including budget forecasts
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
Job Requirements:
BA/BS from an accredited college or university
Advanced degree a plus
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
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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