Role Description Veriswap is seeking a passionate individual with deep knowledge about high-end sports cards to join our team. The ideal candidate will have a scrappy mindset and a strong customer support or sales background. - Make VIPs feel extreme hospitality, acting as trusted advisors in their card process. - Handle VIP requests ASAP through our customer support team. - Motivate VIP users to complete more trades. - Educate and provide fair advice on cards. Qualifications - Passion and deep knowledge about high-end sports cards (completed sales, industry trends, collector psychology, etc). - 5+ years of customer support and/or sales experience. - Scrappy and high-agency mindset, with a bias toward quickly launching experiments, learning from imperfect data, and scaling only what works. - Speed and responsiveness at all hours of the day. Benefits - Autonomy and ownership on projects that matter. - Opportunity to work with some of the most passionate collectors on our platform. - $200/month wellness stipend. - 401(k) retirement benefits. - Unlimited vacation policy. - Generous paid parental leave. - Competitive healthcare benefits, including HSA, for you and your dependent(s). Company Description Veriswap is a barter marketplace for trading cards, operating within the $10B+ sports card secondary market. We’ve completed over $160M in transactions in just 3 years, with trades as large as $300K on the platform. We serve 120,000 users and the trading card market is at all-time highs, with $400M+ of cards sold in the last month. Our founding team comes from Columbia (ex-finance) and Brown (ex-Google).

Role Description LivePerson is currently seeking a creative and talented professional to join our APJ Customer Success team as a Senior Customer Success Manager (Sr. CSM). As a Sr. CSM, you will own a portfolio of enterprise customers and have responsibility for driving successful programs that enable usage growth, adoption of our solutions, and overall return on investment. You will work closely with your peer client executive(s) to drive renewals and expansion opportunities to achieve outstanding retention targets. As the trusted advisor on all program related activities, you will ensure interactions are managed to customer satisfaction, relationship health and program success. Who You Are Committed to Being - A Standout Colleague: You collaborate and partner with client executives, professional services, support, and operations to deliver outstanding customer experiences. - Mission-Driven: Passionate about LivePerson’s mission to make life easier for people and brands everywhere through trusted conversational AI. - Value-Oriented: Laser-focused on customer value and ensuring best practices are adopted for product use. - Analytical Thinker: Able to listen, think logically, strategically, and tactically to solve sophisticated problems and handle complex client issues. - Autonomous & Proactive: Self-motivated, demonstrating an ability to assume responsibility and work autonomously in a fast-paced, dynamic environment. You Will: Key Responsibilities & Impact - Strategic Account Management & Impact: - Drive forward LivePerson’s client engagement model to ensure customer and LivePerson mutual success. - Take full accountability of your accounts in all aspects from onboarding to renewal. - Anticipate customer needs and proactively mitigate risk throughout the customer lifecycle. - Manage strategic and high-value client accounts, exerting a significant influence on customer outcomes and the success of the customer success team. - Play an active role in decision-making related to strategic customer engagements and collaborate with senior leadership to align customer success strategies with broader company goals. - Relationship & Execution: - Establish a strong and trusted relationship with your accounts, from decision-makers, key influencers, and day-to-day contacts. - Drive usage and adoption, while promoting overall return on investment and delivery of desired customer outcomes. - Navigate, interpret, and use provided tools, processes, and systems to measure and report on customer experience, customer health, product usage, and desired outcomes. - Inspire change within customers to drive adoption of best practices, thought leadership, and recommendations to achieve successful implementation of conversations solutions. - Develop and demonstrate extensive platform expertise. Provide strategic and day-to-day guidance on platform use. - Facilitate and lead regularly scheduled, weekly, monthly, or quarterly performance reviews, leveraging operational, messaging, and AI expertise to evaluate performance results and recommendations. - Develop customer references and case studies. - Team Support: - Actively mentor, guide, and provide supervision to junior team members to assist them in achieving their objectives. - Exercise high discretion in handling complex customer escalations, negotiations, and cross-functional collaborations across other functional areas of the firm. Qualifications - Typically requires a Bachelor’s degree and a minimum of 6 years of related experience; or a Master's degree with 4 years of experience; or equivalent work experience. - 6 to 7+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organization. - SaaS experience with Enterprise organizations is preferred. Possesses a deep understanding of the company's products, services, and industry trends to contribute to product development. - Strong operational knowledge of bot automation and human contact centers and associated KPIs is preferred. - Ability to perform strategic discovery with customers to uncover their business objectives, articulate the value delivered by LivePerson in support of achieving those objectives, and then build a plan to achieve those outcomes. - Demonstrated leadership, strong negotiation, and conflict resolution skills with a proven ability to provide thought leadership within the customer success field. - Strong interpersonal skills and experience building strong executive relationships. - Proven track record of delivering highly-professional customer service in an ambiguous environment. - Ability to multitask, prioritize, and utilize effective time management skills to ensure that work-related activities are completed in an accurate and timely manner. - Excellent communication, presentation, listening, and cross-functional collaboration skills. Benefits - Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members. - Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security. - Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members. - Generous parental leave policy. - LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. - Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares. - Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends. - Remote-First Model: This role is fully remote, offering excellent work-life balance and flexibility.

• Proactive Customer Communication: Demonstrating value, sharing thought provoking topics, and threat intel. • Strategic Thinking: Identifying areas for growth and long-term success. • Relationship Management: Establish and nurture strong relationships with key stakeholders. • Customer advocacy: Encourage satisfied customers to become advocates, participating in case studies, testimonials and referrals. • Analysis: Identify trends and areas for improvement through analysis of customer data. • Continuous learning: Stay informed on industry trends, competitors and new technologies, continuously improving knowledge to better serve our customers.

• Own and manage a portfolio of high-value client accounts • Conduct structured client touchpoints with prepared agendas • Identify and close expansion opportunities within existing accounts • Monitor client consumption relative to plan scope • Step into active Client Specialist conversations when larger commercial opportunities arise • Hold delivery teams accountable on quality and timeliness • Lead monthly client review meetings • Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets • Coordinate with delivery, support, and development teams on larger engagements • Maintain ownership of the client relationship throughout