Delivery Program Manager

Confirmed live in the last 24 hours

Locations

Remote in USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Management

NetSuite

Salesforce

Communications

Requirements

Minimum of 3-5 years in an Implementation (Professional Services), Project Management or Technical Consulting position - Call Center industry experience is highly desired
Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is highly desired
Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox) is desired
Must be willing to travel up to 50% regionally with some national and international travel possible (valid passport required)
Excellent verbal and written skills required
BA/BS or equivalent experience is required
PMP or PRINCE2 Certification preferred
Must possess a strong combination of project management skills, technical call center expertise, and client development
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative
Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others
Must be strategic thinker; Able to understand the 'Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization
Bi-lingual skills a plus

Responsibilities

Lead and manage all day-to-day operational and tactical aspects of multiple Implementation projects
Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders
Collaborate with associated project managers and partners to ensure a streamlined implementation of all products
Identify project risks and implement appropriate mitigation plans
Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
Maintain and update all internal applications associated with implementation projects
Articulate the value of Five9's Professional Services through presentations, demonstrations and open discussion with customers

Desired Qualifications

Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices - Experience with WFO Applications is a plus

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.

As a key contributor to the Professional Services Team, the ideal candidate will be a passionate, self-managed individual who can work well with a cohesive team to help delight customers and grow business.

We are actively building our pipeline for future opportunities which could be six to nine months away. We welcome applicants that understand this position is for future openings.

Key Responsibilities:

Lead and manage all day-to-day operational and tactical aspects of multiple Implementation projects
Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
Identify project risks and implement appropriate mitigation plans.
Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
Maintain and update all internal applications associated with implementation projects.
Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers

Key Qualifications:

Minimum of 3-5 years in an Implementation (Professional Services), Project Management or Technical Consulting position - Call Center industry experience is highly desired.
Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom) is highly desired.
Strong knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox) is desired.
Must be willing to travel up to 50% regionally with some national and international travel possible (valid passport required).
Excellent verbal and written skills required.
BA/BS or equivalent experience is required.
PMP or PRINCE2 Certification preferred.

Key Skills:

Must possess a strong combination of project management skills, technical call center expertise, and client development.
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Applications is a plus.
Must be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.
Bi-lingual skills a plus

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.

View our privacy policy https://www.five9.com/pt-pt/legal.
California residents, view our Privacy Notice here: https://www.five9.com/legal/candidatenoticeca.

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Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

1,001-5,000 employees

Website

Cloud based call and contact center software

Company Overview

Five9's mission is to empower organizations to transform their contact centers into customer engagement centers of excellence. The company provides software for managing omnichannel customer interactions including voice, SMS, chat, email, social, video, and more.

Company Core Values

Do the right thing for the customer
Treat it like you own it
Service guides us
Act with integrity and humility
Relentless learning
Bias toward action
Diversity