Associate Program Manager

The Associate Program Manager position will introduce the applicant the Five9 Contact Center Product and Delivery Methodology. As an entry level contributor to the Professional Services Team, the ideal candidate will be a passionate, ready to learn, team player and performer wanting to develop into a Program Manager. The ideal candidate is a self-managed individual who delights customers with their project management and relationship building skills. The ideal candidate will embrace the opportunity to gain exposure to Artificial Intelligence within the Voice and Digital channels of the Contact Center.

Key Responsibilities:

• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders
• Effectively run project meetings and follow up with identified Risks, Issues and/or Action items.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers
• Effectively create project artifacts and documentation.
• Effectively communicate with internal and external stakeholders.
• Coordinate project portfolio wide initiatives for the enhancement and improvement of professional services projects
• Build on any prior experience with project/process management and apply it to the Five9 methodologies
• Conduct day-to-day operational and tactical aspects of multiple Implementation projects
• Collaborate with associated internal team members to ensure a streamlined implementation of all products

Key Qualifications:

• Minimum of 2-3 years experience in project related management, planning or coordination
• Experience working in a dynamic, fast-past environment
• Customer Service environment or Call Center industry experience desired
• Exposure to CRM (Custom Relationship Management) and Lead Management solutions desired
• Desire to learn how to manage multiple projects of varying complexity simultaneously while provided training and management oversight
• Ability to work in a remote environment
• Highly inquisitive
• Excellent verbal and written skills
• Willing to travel on occasion

Key Skills:

• Strong aptitude in business process management or project management skills
• Strong aptitude and desire to become an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
• Leadership aptitude: Able to build collaborative relationships with management and peers; Learn how to delegate responsibilities with ease; Able to provide and receive constructive feedback and praise; Able to understand and educate others
• Strategic thinking; Able to recognize the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization