Five9 logo
Five9

Helping Companies Bring Joy to CX.

Professional Services Program Manager

Technical Program ManagerTechnical Program ManagerOtherRemoteLeadTeam 1,001-5,000Since 2001H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

87 days ago

Salary

$70.4K - $196.3K / year

Seniority

Lead

No structured requirement data.

Job Description

Professional Services Program Manager

Five9

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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.

Job Requirements

  • 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.
  • 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.

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