Client Engagement Manager
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Five9 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
- 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
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Five9 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.