Professional Services Program Manager

About the role

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, empowering customers worldwide with cloud innovation. As a Professional Services Program Manager, you will be the critical link ensuring our customers achieve maximum value, directly contributing to their success and our business growth. We are looking for a self-driven individual who thrives on solving complex challenges and is passionate about delivering an exceptional customer experience.

Responsibilities

• Lead and manage all day-to-day operational and tactical aspects for multiple Implementation projects with a focus on time, scope, and budget
• 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

Requirements

• 5+ years as a Program Manager, Scrum Master, or Technical Consultant
• Heavy experience managing multiple projects across multiple customers simultaneously with little or no oversight and/or direction
• Exposure to Artificial Intelligence within the Voice and Digital channels
• Contact Center Industry experience highly preferred
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired
• Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required)
• Excellent verbal and written skills required
• BA/BS or equivalent experience is required
• One or more of the following certifications is preferred: PMP, PRINCE2, Agile, or Kanban related certifications

Skills

• Strong combination of project management skills, technical call center expertise, AI, and client development
• Expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs
• Natural leader: able to build collaborative relationships with supervisors and peers; delegate responsibilities with ease; provide constructive feedback and praise; understand and educate others
• Strong knowledge of CCaaS, AI, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR, and Call Center practices
• Strategic thinker; able to understand the “Big-Picture”; think quickly and adeptly when solving complex problems
• Strong sense of accountability and ownership with the ability to take proactive action and act with urgency as circumstances require
• Exceptional time management and organization
• Bilingual skills a plus

Schedule

This role is fully remote for candidates who reside outside the 30-mile radius of one of our offices. For candidates within a 30-mile radius, this role is hybrid and requires 3 days a week (Tuesday, Wednesday, Thursday) in the office.

Pay

The US base salary range for this role is $70,400—$196,300 USD. Actual compensation packages are based on several factors unique to each candidate, including skill set, depth of experience, certifications, and specific work location. Additionally, the total compensation package may include an annual performance bonus, stock, and other applicable incentive compensation plans.

Benefits

• Health, dental, and vision coverage beginning on the first day of employment (Five9 covers 100% of the employee portion and shares a high portion of the dependent cost)
• Short & Long-Term Disability, Basic Life Insurance, and a 401k savings plan with employer matching
• Access to an innovative mental health support platform offering personalized care and resources in therapy, coaching, and self-guided mindfulness exercises for all covered employees and dependents
• Generous Employee Stock Purchase Plan
• Paid Time Off, company-paid holidays, paid volunteer hours, and 12 weeks paid parental leave