Supervisor, Implementation Services - Five9

Job Title: Supervisor, Implementation Services
Job Location: Manila, Manila, Philippines (Hybrid)
Job Listing URL: https://www.five9.com/about/careers/job-detail?gh_jid=4137099004
Job Description: 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.
Supervisor, Implementation Services

The Implementation Team Supervisor will lead a team of Implementation Managers to ensure that projects remain on track and are delivered in a professional manner. This includes mentoring the team to maintain technical knowledge and verifying that Professional Services processes are followed. The Team Supervisor will also manage customer Implementations serving as an example to the team.

Team Supervisor Responsibilities

Act as the team’s first point of contact for configuration and technical questions about the Five9 VCC.

Ensure that the team is trained on VCC features and new releases.

Provide guidance to the team regarding the implementation process and internal company processes.

Track team member’s process adherence by routinely monitoring reports and dashboards.

Monitor individual team member’s progress - identify and communicate areas for improvement as well as areas where the Implementation Manager is doing well.

Act as the first point of contact for customer escalations from team member’s projects.

Represent the team in management meetings.

Identify and communicate gaps in training and process adherence to management.

Implementation Responsibilities

Manage customer Implementations at the highest level to serve as an example to the team.

Implement the Five9 VCC remotely (over the phone) in a wide array of configurations and customer environments.

Lead customers through all phases of implementation including discovery, requirements gathering, configuration, training, testing and production rollout.

Manage the execution of multiple Implementation projects; effectively communicate plans, progress and status both internally and to the customer.

Articulate the concepts and features of the Five9 Virtual Call Center as they apply to the customer’s specific requirements.

Continually seek opportunities to increase customer satisfaction and improve client relationships by interacting effectively at all levels of the client’s organization.

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)

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#LI-Hybrid
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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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.