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Technical Account Manager
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.To complement our rapid growth, we have an immediate opportunity for an Enterprise Technical Account Manager to join our team.
The successful candidate is professional, highly motivated and has the ability to function well in a fast paced, dynamic organization. The Senior Technical Account Manager will play a key role on projects related to advising C-level clients on best practices in Call Center and how to implement them. Technical account management experience and dealing with customer satisfaction is particularly valuable, along with solution implementation and sales engineering experience in the premise-based or hosted telecommunications software industry. The ideal candidate will have in-depth implementation, consulting and/or support experience with one of the following Call Center Solutions: Genesys, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Key Responsibilities:
- Manage Enterprise Clients that have purchased Five9's Premium Support offering
- Manage the day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicate plans, progress and status both internally and to Customer organization
- Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site
- Partner with Customers to optimize the Five9 call center software solution
- Articulate the value of Five9’s Services through presentations, demonstrations and open discussion with customers
- 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 Qualifications:
- 7+ years of related experience, with minimum of 3+ years in a implementation/consulting services, support position and/or sales engineering
- Strong skills in project management, client management, and technical call center
- Call Center industry experience
- TCP/IP Networking knowledge
- Strong practical understanding of VoIP applications and its principles
- Proficient with WAN applications
- Strong knowledge of PBX, ACD, CTI, IVR and other call center related technology
- Well-versed in Salesforce CRM
- Ability to interpret HTML / XML related web posting
- Outstanding customer verbal and written communication skills
- Excellent time management skills including managing multiple client implementations and sales activities simultaneously
- Must be an entrepreneurial, self-starter
- Willingness to travel
- B.A./B.S. or equivalent experience
Preferred Qualifications:
- Strong understanding of PC and its operating systems, primarily Windows and Linux
- Experience with SaaS model and applications
- Development experience
#LI-RemoteAs part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.Our total reward package also includes:
- Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
- Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
- Generous employee stock purchase plan.
- Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties. The US base salary range for this role is below. $75,000—$146,000 USDFive9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal. Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
