About the role

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.

Technical Account Manager

To complement our rapid growth, Five9 is looking for a Technical Account Manager (TAM) to join our Technical Account Management team. The ideal candidate for this role will play a critical role in supporting Five9 clients by creating customized solutions designed to meet our clients’ requirements and ensure a high level of customer satisfaction. He/she is someone who has worked as a senior professional in contact centers and has excelled in account management, project management and functional/technical consulting.

Responsibilities:

Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
Directly support and troubleshoot technical issues as needed.
Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.

Qualifications:

3-5 years of related experience in a consulting or project management role,
3 years in a software support role.
Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
Experience in technical writing and documentation.
Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
Willing to travel to client sites as required; able to work outside standard business hours.
Excellent verbal and written communication skills.
Team player, self-starter, able to manage multiple priorities and meet deadlines.
Bachelor’s degree in a technical field and/or comparable industry certifications and experience

Nice to Have:

Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
Basic working knowledge API, HTML and Java scripting is a huge plus.

Company Benefits

Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13^th month pay, Solo parent leave, Special leave for women)

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.

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.

Skills & Tags

java go rust ai data product design sales

Aplyr's read

Five9 excels in cloud contact center solutions, attracting tech-savvy professionals keen on enhancing customer communication through innovative software.
Synthesized from recent postings & public sources

What's promising

•Five9's cloud-based platform is crucial for businesses seeking flexible and scalable customer service solutions.
•The company is investing heavily in AI and automation, indicating a forward-thinking approach.
•Recent hires suggest robust growth and a diverse range of career opportunities across global locations.

What to watch

•Competition in the cloud contact center market is intense, with major players like Amazon and Microsoft.
•Rapid technological changes require constant adaptation, potentially straining resources.
•Limited public information about employee satisfaction and company culture could concern potential applicants.

Why Five9

•Five9 specializes in cloud contact center software, setting it apart from broader cloud service providers.
•The focus on AI-driven customer experience solutions highlights its commitment to innovation.
•A diverse range of roles in engineering and management reflects a comprehensive approach to talent acquisition.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Five9

Five9

five9.com

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Five9 is a leading provider of cloud contact center software, enabling businesses to deliver exceptional customer service and support through a variety of communication channels.