WEM Strategic Project Manager

Overview Join to apply for the WEM Strategic Project Manager role at Five9 . Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. We value everyday results and a team-first culture, fostering innovation, growth, and an inclusive environment where employees can be their authentic selves. The WEM Strategic Project Manager will have deep expertise in the Verint suite and will drive high-impact strategic programs, ensure governance and execution excellence, and align customer outcomes with business goals. The role is customer-facing and involves coordinating cross-functional resources to ensure successful delivery of enterprise-level initiatives. What You’ll Do As a WEM Strategic Project Manager, you will be accountable for the success of strategic customer initiatives with a strong focus on the Verint suite. Lead and oversee full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved. Provide strategic guidance to customers on best practices for maximizing value from Verint products. Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support. Mentor and develop junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team. Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps. Act as the primary executive liaison, ensuring alignment between customer leadership and Five9 executives on program vision, strategy, and outcomes. Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers. Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management. Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes. Drive accountability for project timelines, customer satisfaction, and measurable success metrics. Revenue Accountability Ensure strategic projects align with and contribute to Five9 revenue goals, supporting quarterly and annual commitments. Track and report on project revenue impacts, ensuring accurate forecasting and alignment with Statements of Work (SOWs). Partner with Sales and Finance teams to identify risks to revenue recognition and proactively implement corrective actions. Influence customer project timelines and go-live success to ensure timely revenue recognition and sustained customer value. Maintain a strong focus on accelerating time-to-value for customers while protecting Five9’s revenue commitments. What You Bring Technical and Product Expertise Required: Hands-on Verint suite project delivery experience. Required: Working knowledge of Genesis, NICE, and Five9 platforms; experience with Calabrio, CSI, or Aspect is highly desirable. Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations. Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics. Spanish-speaking skills are a plus. Qualifications Bachelor’s degree in a related field or equivalent professional experience. Verint accreditations strongly preferred, or willingness to obtain within the first 6 months. Equivalent years of experience may substitute for certifications. Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred. Agile or Scrum Master certifications are a 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 Internet and meal allowance while on work from home setup Employee Assistance Program for mental and social well-being Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th 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. Five9 is an equal opportunity employer. View our privacy policy, including our privacy notice to California residents here: Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9. #J-18808-Ljbffr