Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
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 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: Five9, Genesys, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Location: Remote
Key Responsibilities:
- Manage Enterprise Clients that have purchased Five9's Technical Account Management offering
- Manage the day-to-day operational and tactical aspects of multiple customer environments 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
Benefits:
- Five9 Shares
- Bonus Scheme
- 10% Flex Benefits
- Meal Allowance
- Medical Insurance
- Life Insurance
- 25 day Annual Leave + Public Holidays
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Five9 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.
Top Skills
What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
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