Customer Success Manager

📋 Description

• Act as the voice of the customer to internal cross-functional teams including Sales, Professional Services, Support, and Product.

• Engage in all implementation status meetings.

• Develop and implement a business plan to promote the adoption of Five9.

• Provide assistance with all order, billing inquiries, and telecom management during the implementation phase.

• Establish and nurture relationships for future opportunities within Five9.

• Conduct monthly and quarterly business reviews with clients.

• Keep precise and comprehensive call notes and histories within Salesforce.

• Identify and leverage company resources to deliver the technical and business expertise required to provide solutions that surpass customer expectations.

• Collaborate with sales directors, TAMs, and PS to explore increased business opportunities within the account.

• Travel domestically and internationally to customer sites.

⛳️ Requirements

• At least 8 years of experience in account management within a technology company.

• Strong technical understanding of contact center technologies, including dialers, ACDs, IVRs, CRMs, WFM, and QA systems.

• Proficient in account planning and management with advanced negotiation capabilities.

• Proven ability to communicate, present, and influence effectively at all organizational levels, including executives and C-suite.

• Experience in delivering client-centric solutions tailored to customer needs.

• Capability to discuss, comprehend, and navigate complex projects and processes.

• Demonstrated ability to handle multiple projects simultaneously while maintaining strict attention to detail.

• Exceptional listening, negotiation, and presentation skills.

• Outstanding verbal and written communication skills.

• Must be self-motivated and able to work independently.

• Willingness to travel up to 50% of the time.

🏝️ Benefits

• Health, dental, and vision coverage starting on the first day of employment. Five9 pays 100% of the employee portion of health, dental, and vision coverage and contributes significantly to the cost for dependents. Additionally, we provide Short & Long-Term Disability, Basic Life Insurance, and a 401k savings plan with employer matching.

• Access to an innovative mental health support platform offering personalized care and resources, including therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.

• Generous employee stock purchase plan.

• Paid Time Off, company-paid holidays, paid volunteer hours, and 12 weeks of paid parental leave.