Director – Training and Enablement
Posted on 8/16/2023

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.
AI & Machine Learning
Data & Analytics

Company Stage


Total Funding





San Ramon, California

Growth & Insights

6 month growth


1 year growth


2 year growth

Remote in USA
Experience Level
Desired Skills
Public Speaking
Sales & Account Management
  • 7-10 years of experience in Services and learning development within a cloud-based environment
  • A demonstrated ability to establish, maintain and grow business relationships successfully with an emphasis on Professional Services, Implementation and partner processes
  • Managing an International team across multiple regions
  • Strong operational and analytical skills. Ability to describe trends and provide insight from KPI's
  • Strong strategic thinking with a penchant for action and results; Excellent project management and creative problem solving skills
  • Exceptional communications skills, with a proven capability for public speaking, professional writing and active listening
  • Ability to manage multiple priorities and lead cross-functional teams towards an effective goal
  • Experience leading a team in the design and implementation a variety of training solutions using industry instructional design methodologies
  • Bachelor's degree or equivalent military experience
  • Lead a strategy around Services Enablement covering tools, process, project methodologies, technical implementation and skill development
  • Manage a team of 6 skilled resources with a goal to enhance Five9's service capabilities and capacity
  • Develop, manage and own Five9's Professional Services Enablement program that can scale our solution delivery and increase value to customers by readying Professional Services resources for customer engagement using a variety of formats including: Instructor Led Training classes, eLearning, Job aides, Certification tests, coaching content, gamification and simulations
  • Reenforce our Principals of Enablement: Efficient, Scalable, Measurable and Pleasurable. Ensure we're tackling content development with this mission
  • Manage growing portfolio of training content, catalogs and classes that serve Five9 employees and partners for enablement and development/tracking progression on these paths
  • Lead by example: Applicants for this role will be responsible for deliverables such as course authoring/co-authoring, define curriculum, develop learning plans, administering LMS, etc. This is a small but mighty team and everyone contributes and helps one another
  • Develop, deliver and execute a viable training program(s) which will represent Five9's interest in promoting partner enablement, as well as ensure Five9 is represented as the first and best option for contact center solutions
  • Align closely with Partner Enablement and Professional Services Marketing to elevate our visibility internally and externally
  • Keep PS Management informed of current status and planned changes with QBR's and weekly reporting and Dashboards from Salesforce, Docebo LMS and Domo
  • Develop Partner Training and Enablement program and certifications for different practice areas and competencies
  • Responsible for LMS organization, Learning Path creation/administration and governance/protection for the department
  • Create operational governance to describe progress and KPIs for Services
Desired Qualifications
  • Experience with and knowledge of Contact Center solutions
  • Experience managing effective training programs for an enterprise SaaS software solution
  • Experience implementing training solutions using a variety of tools such as: Captivate, Camtasia, and EasyGenerator
  • Salesforce experience strongly desired
  • Experience working with an enterprise-grade LMS