Customer Success Manager

🕒 May 13

🇺🇸 United States – Remote

💵 $129k - $200k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Five9

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

Five9 is a leading provider of cloud contact center software, recognized as a leader in the Gartner Magic Quadrant for CCaaS. The company offers comprehensive tools for automating workflows and enhancing customer engagement through AI-driven solutions. Its platform integrates CRM and UC systems to provide seamless agent and customer experiences across various channels, such as voice, email, chat, and SMS. Five9 empowers businesses to elevate customer satisfaction and drive business results by delivering personalized and efficient customer service solutions.

📋 Description

• Represent the customer voice to internal cross-functional teams including Sales, Professional Services, Support and Product. • Participate in all implementation status meetings • Development and execution of a business plan to drive acceptance of Five9 • Provide all order, billing inquiry, and telco management needed during implementation • Build and maintain relationships for future pipelines within Five9 • Conduct monthly and quarterly business reviews with the customer • Maintain accurate and complete call notes and histories within Salesforce • Identify and utilize company resources to provide the technical and business expertise necessary to deliver solutions that exceed customer expectations • Coordinate with sales directors, TAMs and PS on increased business opportunities within the account • Travel both domestically and internationally to customer locations

🎯 Requirements

• Minimum of 8 years of experience in account management for a technology company • Strong technical knowledge of contact center technology including dialers, ACDs, IVRs, CRMs, WFM and QA systems • Strong account planning and management skills including mature negotiation skills • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level • Experience in delivering client-focused solutions based on customer needs • Ability to discuss, understand, and work within complex projects and processes • Proven ability to manage multiple projects at a time while paying strict attention to detail • Excellent listening, negotiation and presentation skills • Excellent verbal and written communications skills • Must be self-directed and self-motivated • Ability to travel up to 50% of the time.

🏖️ 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.