Technical Account Manager

Five9-posted 6 months ago

$80,000 - $129,300/Yr

Full-time • Mid Level

Remote • Charlotte, NC

Professional, Scientific, and Technical Services

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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. The Technical Account Manager (TAM) will play a pivotal role in guiding senior level customer contacts towards optimizing their Contact Center operations, ensuring best practices are effectively implemented. With a strong foundation in technical account management, customer satisfaction, and solution deployment, the ideal candidate will thrive in the premise-based or hosted telecommunications software industry. The ideal candidate will have in-depth implementation, consulting and customer relationship management experience with one of the following Contact Center Platforms: Five9, Genesys, Cisco, Nuance, Avaya, Aspect, NICE.

Manage Enterprise Clients that have subscribed to Five9 Technical Account Management Services.
Effectively communicate project plans, progress and status both internally and to Customer organization.
Leverage existing knowledgebase to find use cases relevant to customers and proactively deliver solutions to meet customers' business objectives.
Analyze, support and provide consultative best practices for the Five9 call center software solution 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.

4+ years of contact center operations or related technology experience, with a minimum of 2+ years in implementation/consulting services, technical support, and/or sales engineering.
Strong skills in project management, client relationship management, and technical expertise.
Contact Center industry experience.
Strong practical understanding of VoIP applications and its principles.
Strong knowledge of PBX, ACD, CTI, IVR and other contact center related technology.
Well-versed in Salesforce CRM.
Outstanding customer facing verbal and written communication skills.
Excellent time management skills including the ability to manage multiple client implementations and project activities simultaneously.
Willingness to travel occasionally to customer sites.
B.A./B.S. or equivalent experience.

Strong understanding of PC and its operating systems.
Experience with SaaS model and applications.
Development experience.

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.
401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources.
Generous employee stock purchase plan.
Paid Time Off.
Company paid holidays.
Paid volunteer hours.
12 weeks paid parental leave.

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