Technical Account Manager - Five9

Job Title: Technical Account Manager
Job Location: United States (Remote)
Job Listing URL: https://www.five9.com/about/careers/job-detail?gh_jid=4127642004
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.
To complement our rapid growth, we have an immediate opportunity for an Enterprise Technical Account Manager to join our team. The successful candidate is professional, highly motivated and has the ability to function well in a fast paced, dynamic organization. The Senior Technical Account Manager will play a key role on projects related to advising C-level clients on best practices in Call Center and how to implement them. Technical account management experience and dealing with customer satisfaction is particularly valuable, along with solution implementation and sales engineering experience in the premise-based or hosted telecommunications software industry.

The ideal candidate will have in-depth implementation, consulting and/or support experience with one of the following Call Center Solutions: Genesys, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.



Key Responsibilities:

Manage Enterprise Clients that have purchased Five9's Premium Support offering

Manage the day-to-day operational and tactical aspects of multiple customer implementations and escalations; effectively communicate plans, progress and status both internally and to Customer organization

Implement, troubleshoot and support the Five9 call center software solutions in a wide array of configurations and customer environments both remotely and on-site

Partner with Customers to optimize the Five9 call center software solution

Articulate the value of Five9’s Services through presentations, demonstrations and open discussion with customers

Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization

Develop materials in-line with the specific sales and/or services opportunity requirements

Key Qualifications:

7+ years of related experience, with minimum of 3+ years in a implementation/consulting services, support position and/or sales engineering

Strong skills in project management, client management, and technical call center

Call Center industry experience

TCP/IP Networking knowledge

Strong practical understanding of VoIP applications and its principles

Proficient with WAN applications

Strong knowledge of PBX, ACD, CTI, IVR and other call center related technology

Well-versed in Salesforce CRM

Ability to interpret HTML / XML related web posting

Outstanding customer verbal and written communication skills

Excellent time management skills including managing multiple client implementations and sales activities simultaneously

Must be an entrepreneurial, self-starter

Willingness to travel

B.A./B.S. or equivalent experience

Preferred Qualifications:

Strong understanding of PC and its operating systems, primarily Windows and Linux

Experience with SaaS model and applications

Development experience

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.

Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.

Employee discounts based on needs and interests—from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.

Generous employee stock purchase plan.

Paid Time Off, Company paid holidays (including a winter break in the US at the end of the year), annual paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
The US base salary range for this role is below.
$75,000—$146,000 USD
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.