Senior Technical Account Manager

5 days ago


Manila, National Capital Region, Philippines Five9 Philippines Inc. Full time

At Five9 Philippines Inc., we are seeking a highly skilled Senior Technical Account Manager to join our Customer Success team. As a key member of our team, you will play a critical role in supporting our clients by creating customized solutions designed to meet their requirements and ensure a high level of customer satisfaction.

Responsibilities
  • Provide exceptional account management, project management, and technical consulting to our 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 our platform and enhance operational effectiveness.
  • Articulate the value of our services, products, and concepts through presentations, demonstrations, and open discussions with clients.
  • Educate and train clients on administration and utilization of our products to help them become self-sufficient.
  • Directly support and troubleshoot technical issues as needed.
  • Manage service interruptions that could impact clients' 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 our 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 clients' 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.


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