Business Analyst

You are cordially invited to consider LivePerson the market leader in real-time intelligent customer engagement, and a dynamic and high-growth company, as your next place to work, contribute and grow. From the largest global enterprises to one-person businesses, our 8,500 customers trust us to deliver increased sales conversions, higher order values and lower support costs.

We believe that success is driven primarily by human connections between employees, partners, and of course, each individual customer. Our mission is to help companies create deeper connections with their customers, and our investment in real-time analytics, metrics and our world-class platform makes this possible at scale. Fast-paced and entrepreneurial, we view our workplace of five hundred globally distributed staff as a single community, strengthened by our values of personal ownership and a commitment and the belief that every interaction is an opportunity for lasting connection.

We are currently seeking a Business Analyst to work with our Professional Services account teams focused on measuring performance and optimization analysis of LivePerson deployments. Candidate will support several Program Managers and account teams conducting various analyses of LivePerson chat and voice deployments.

What You Will Own:

• Review and analyze client performance using LivePerson software and tools
• Predictive and regression modeling among other techniques
• Interpreting metrics to drive KPI optimization
• Developing, performing and analyze sophisticated control-test analysis
• Document key findings from analysis and present information to PS and Sales teams
• Develop client presentations and lead internal and external meetings around optimization topics
• Develop and implement a process for ongoing review of client performance and identify improvement areas
• Create customized client reporting templates to summarize key results and work with PS team to present information to clients

• Partner with a multi-discipline LivePerson team (Sales, R&D, Technical Support and Professional Services) to successfully maintain and grow client relationships, advance the LivePerson product, and improve and grow post-hoc advanced analytics capabilities.
• Capture and summarize client performance benchmarks and best practices and support the development of case studies and new professional service offerings

• BA/BS required, but MA/MS strongly preferred
• 2-5 years experience in business analysis and statistical analysis
• Experience with an analytical statistical software package such as SPSS, SAS or KXEN including data modeling (Predictive modeling)
• Strong analytical thinker with the ability to analyze data and present key findings/recommendations
• Proven track record of managing projects and delivering results
• Proven presentation and public speaking skills
• Strong client management skills
• Strong communication skills
• Excellent MS Excel, Access and PowerPoint skills
• Experience with SQL a plus
• In-depth knowledge of statistical methods