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Role Description

Join our Professional Services as a Professional Services Program Manager. In this role, you'll do more than just implement solutions; you will be the critical link ensuring our customers achieve maximum value, directly contributing to their success and our business growth. We are looking for a self-driven individual who thrives on solving complex challenges and is passionate about delivering an exceptional customer experience.

• Lead and manage all day-to-day operational and tactical aspects of multiple Implementation projects with a focus on time, scope, and budget.
• Effectively communicate plans, progress, and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Identify project risks and implement appropriate mitigation plans.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussion with customers.

Qualifications

• 5+ years as a Program Manager, Scrum Master, or Technical Consultant.
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
• Exposure to Artificial Intelligence within the Voice and Digital channels.
• Contact Center Industry experience highly preferred.
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired.
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
• Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required).
• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.
• One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications.

Requirements

• Must possess a strong combination of project management skills, technical call center expertise, AI, and client development.
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• Strong knowledge of CCaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR, and Call Center practices.
• Must be a strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems.
• Must demonstrate a strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require.
• Exceptional with time management and organization.
• Bilingual skills a plus.

Benefits

• 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.
• 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.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours, and 12 weeks paid parental leave.