Manager, Global Technical Service

Five9

11d • Hybrid

About The Position

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. As a key contributor to the Professional Services Team, the ideal candidate will be a passionate, driven individual who can lead and manage a team of technical, individual contributors that delight customers in their successful implementations. This role is equal parts Manager, Trainer, and enabler of the Platform Engineers to perform high-quality work.

Requirements

• 10+ years of Professional Services experience.
• 5+ years line Management experience directly leading technical teams.
• Minimum 5-8 years Consulting experience in a Cloud Computing or Telephony environment.
• Prior experience managing budgets, staff, and external consultants.
• Proven track record of Management and Leadership skills required to drive operational efficiency throughout a global Professional Services organization.
• Experience with implementing TDM and/or VoIP Call Center solutions (Five9, Genesys, Avaya, Cisco, Aspect, LiveOps, Contractual, InContact, Interactive Intelligence and/or CosmoCom) is required.
• Must be willing to travel up to 50% regionally with some national and international travel possible (valid passport required).
• Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
• Excellent verbal and written skills required.
• B.S. or B.A. required.
• Strong technical knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, Web Services, and Call Center practices.
• Must possess a strong combination of technical call center expertise, client development, and configuration experience.
• 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.

Nice To Haves

• Strong knowledge of CRM and Lead Management solutions (Salesforce, NetSuite, Oracle, Dynamics and Velocify) is preferred.
• Technical certifications are a plus.
• MBA a plus.
• Experience with WFO Applications is a plus.
• Software Development experience a plus.

Responsibilities

• Hone and expand the technical abilities of your team and peers on a continuous basis.
• Manage and oversee skills-development of a team of Platform Engineers. Activities vary from highly technical hands-on work to tactical day-to-day Management oversight.
• Delivery Focus: Working with your peers in PS and PS Delivery, achieve quarterly/annual revenue and quality targets. Attend all Delivery-centric calls, addressing assignment requests and project escalation activities.
• Perform timesheet and project health reviews, including project trending, project technical oversight, identifying opportunities for delivery improvement.
• Achieve and maintain expertise over Five9 product, associated applications and partner (ISV) integrations.
• Articulate the value of Five9’s Professional Services through demonstrations and open discussion with customers and prospects.
• Actively participate in hiring and recruiting of Platform Engineers and other related roles as required.
• Communicate professionally and effectively with internal and external stakeholders.
• Maintain technical prowess by spending 10 to 20% of your time assisting customer implementations.
• Participate in PS Product Readiness activities, to include the creation of internal technical training materials.
• Serve as an advocate for our customers and internal technical resources, to prioritize product enhancements and defect remediation.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees