Client Engagement Manager
Company: Five9
Location: San Ramon
Posted on: May 14, 2022
Job Description:
Job DescriptionFive9 provides businesses reliable, scalable, and
secure cloud contact center software designed to create exceptional
customer experiences, increase agent productivity, and deliver
tangible business results.We are driven by a passion to transform
contact centers into customer engagement centers of excellence.
Since 2001, Five9 has led the cloud revolution in contact centers,
helping organizations transition from legacy premise-based
solutions to the cloud.The Client Engagement Manager will partner
with internal cross-functional Five9 teams to ensure a timely,
successful implementation of our strategic customers. The CEM,
alongside the Enterprise Sales Director, will develop strong
relationships with their portfolio of assigned customers acting as
their champion within Five9 to deliver Five9 solutions according to
customer requirements.
Core duties and responsibilities include the following:
- 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
- BS degree or equivalent#LI-Remote #LI-CM1Five9 embraces
diversity and is committed to building a team that represents a
variety of backgrounds, perspectives, and skills. The more
inclusive we are, the better we are. Five9 is an equal opportunity
employer.
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Our headquarters are located in the beautiful Bishop Ranch Business
Park in San Ramon, CA.
Keywords: Five9, San Ramon , Client Engagement Manager, Executive , San Ramon, California
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