Technical Account Manager

6 days ago Be among the first 25 applicants

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 ManagerTo 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 ServicesPartner 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 ModelIn depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoComExperience in technical writing and documentation

Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIsExperience 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 PathviewBasic working knowledge API, HTML and Java scripting is a huge plus

Company BenefitsCompany stocks

Annual merit increase based on performance15% night shift differential pay

Paid Leave with Cash ConversionHMO with free dependents

Retirement PlanLife InsuranceWhile 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, 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. 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: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9. Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

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