Program Manager
Professional Services, AI & Automation
Posted on 9/11/2023

1,001-5,000 employees

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.
Remote in USA
Experience Level
Desired Skills
Sales & Account Management
  • 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
  • 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 25% regionally with some national and international travel possible (valid passport required)
  • Experience using project management tools like MS Project/Financial Force/ etc
  • 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
  • Experienced in 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
  • Bi-lingual skills a plus
  • Lead and manage all day-to-day operational and tactical aspects of multiple Implementation projects with customers
  • Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders at executive levels
  • 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
  • Work with product teams to provide feedback on new product offerings and implementations
  • Work with Professional Services and Product stakeholders to create project implementation methodologies, artifacts and standards
Desired Qualifications
  • Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVA/IVR/VRU and Call Center practices - Experience with WFO Applications is a plus