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Client Solutions Program Manager

4 months ago

Scottsdale, United States LiveOps Full time

As a Client Solutions Program Manager, you will be responsible for managing the technical aspects of the relationship between Liveops and its clients. The primary role of a Client Solutions Program Manager is to bridge the gap between our client's business needs and the technical requirements of Liveops services.

As a Client Solutions Program Manager, the job title implies that the individual possesses a strong technical background and expertise. They act as a liaison between the client and internal teams, ensuring that client requirements are understood, communicated effectively, and implemented successfully. This includes translating client business needs into clear technical requirements, troubleshooting and debugging issues, and providing operational support.

The Purpose of Your Role

As a Client Solutions Program Manager, you will be part of a dedicated team within Solution Services organization supporting client operations, work internally with a variety of cross functional groups, and develop technical solutions for business problems.

The Qualifications We're Looking For

* Bachelor's Degree from an accredited 4-year university.
* Strong communication and organizational skills.
* 4 + years of work experience in client facing role.
* Experience with Cloud Contact Center software (Five9, NICE, Dialpad,etc).
* Proficiency in working with Restful APIs and adept at diagnosing and resolving errors.
* Hands-on experience with Postman or other API platforms.
* Experience with HTML, JavaScript, and CSS.
* Knowledge in data transfer technology, such as FTP/SFTP.
* Ability to read and understand technical documents, such as XML input/output.
* Experience with SaaS solutions.
* Data analysis experience.
* Tableau experience is a plus.
* Salesforce Service Cloud and Salesforce CTI experience a plus.

The Competencies You Bring

Usage of Functional/Technical Expertise, Attention to Detail, Conceptual thinking, Data gathering and analysis, Dealing with Ambiguity, Planning and organizing

The Value You Deliver

* Translate client business needs into clear technical requirements.
* Fully own and multitask the execution of multiple client programs, including troubleshooting and debugging.
* Identify internal inefficiencies and drive process improvement and innovation.
* Collaborate with cross-functional teams to continuously improve Liveops service delivery and performance.
* Utilize resources to tackle client problems: Demonstrate resourcefulness by identifying and utilizing the information and assistance necessary to address client problems. Collaborate with internal teams and leverage available resources to find effective solutions.
* Exhibit a highly motivated and problem-solving mindset: Approach tasks and challenges with a can-do attitude and a proactive problem-solving mindset. Demonstrate motivation, initiative, and a willingness to go the extra mile to meet client needs and exceed expectations.

Essential Job Functions

* Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.
* Ability to sit or stand at a desk for extended periods of time while working on a computer.
* Available for virtual meetings in a non-distracted environment.
* Ability to work independently and meet deadlines.
* Translate client business needs into clear technical requirements.
* Fully own and multitask the execution of multiple client programs.
* Troubleshoot and debug technical issues.
* Demonstrate technical expertise and organizational knowledge.

About Liveops:

Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs.  This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you're part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer