Jobs / Philippines / FIVE9 INC
Technical Account Manager
FIVE9 INC · 🌍 Manila, Manila, Philippines (Hybrid)
Sponsorship verdict
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Sponsor Radar — FIVE9 INC
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About the role
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. To complement our rapid growth, Five9 is looking for a Technical Account Manager (TAM) to join our Technical Account Management team. The ideal candidate for this role will play a critical role in supporting Five9 clients by creating customized solutions designed to meet our clients’ requirements and ensure a high level of customer satisfaction. He/she is someone who has worked as a senior professional in contact centers and has excelled in account management, project management and functional/technical consulting. Responsibilities: • Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services. • Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness. • Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients. • Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient. • Directly support and troubleshoot technical issues as needed. • Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk. • Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases. • Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement. • Provide customer support case oversight and status updates to both internal management and clients on a regular basis. • Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues. Qualifications: • Minimum 3+ years of related experience in a consulting or project management role, • 3+ years in a software support role. • Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model. • In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom. • Experience in technical writing and documentation. • Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs. • Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications. • Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.). • Willing to travel to client sites as required; able to work outside standard business hours. • Excellent verbal and written communication skills. • Team player, self-starter, able to manage multiple priorities and meet deadlines. • Bachelor’s degree in a technical field and/or comparable industry certifications and experience Nice to Have: • Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc. • Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velo