Implementation Program Manager - US Remote

Five9 Continental , OH 45831

Posted 2 weeks ago

Implementation Program Manager

  • US Remote

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

The ideal candidate will:

  • Lead and manage all aspects of Five9's implementation of On Demand Call Center software based on best practices and customer requirements

  • Enable our customers to attain optimal results from Five9 products by managing their expectations and satisfaction as a top priority

As a key contributor to the Professional Services Team, we are looking for a passionate, self-managed individual who can work well with a cohesive team to help us delight our customers and grow our business.

Location:

Continental US; Open to Remote Candidates

Key Responsibilities:

  • Manage all day-to-day operational and tactical aspects of multiple Implementation projects

  • Collaborating on Sales proposals

  • Generating Statements of Work

  • Creating Project Plans

  • Eliciting and defining Customer requirements

  • Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders.

  • Articulate the value of Five9's Professional Services through presentations, demonstrations and open discussion with customers and prospects.

  • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.

  • Develop materials in-line with the specific Sales and/or Services opportunity requirements.

Key Requirements:

  • Minimum of 3-5 years in an Implementation (Professional Services), Technical Account Manager or Sales Engineering position
  • Call Center industry experience is highly desired.
  • Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.

  • Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is highly desired.

  • Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox) is desired.

  • Up to 75% national and international travel.

  • BA/BS or equivalent experience is required.

Key Skills:

  • Must possess a strong combination of project management skills, technical call center expertise, and client development.

  • Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative.

  • Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.

  • Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices

  • Experience with NICE Monitoring and IEX WFM are a plus.
  • Must be strategic thinker; Able to understand the 'Big-Picture"; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.

  • Proficiency in Spanish a plus

Our headquarters is located in San Ramon, CA, and we continue to expand globally. We offer a very competitive base salary, full benefits package, and an attractive employee stock purchase plan. Five9 is a high-energy environment with lots of room for personal and professional growth.

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Implementation Program Manager - US Remote

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