Technical Account Manager

About the role

Join us in bringing joy to customer experience. The Technical Account Manager (TAM) will play a pivotal role in guiding senior-level customer contacts towards optimizing their Contact Center operations, ensuring best practices are effectively implemented. With a strong foundation in technical account management, customer satisfaction, and solution deployment, the ideal candidate will thrive in the premise-based or hosted telecommunications software industry.

The ideal candidate will have in-depth implementation, consulting, and customer relationship management experience with one of the following Contact Center Platforms: Five9, Genesys, Cisco, Nuance, Avaya, Aspect, or NICE.

Responsibilities

• Manage Enterprise Clients that have subscribed to Five9 Technical Account Management Services.
• Effectively communicate project plans, progress, and status both internally and to the customer organization.
• Leverage existing knowledge base to find use cases relevant to customers and proactively deliver solutions to meet customers' business objectives.
• Analyze, support, and provide consultative best practices for the Five9 call center software solution in a wide array of configurations and customer environments both remotely and on-site.
• Partner with customers to optimize the Five9 call center software solution.
• Articulate the value of Five9's Services through presentations, demonstrations, and open discussion with customers.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Develop materials in-line with the specific sales and/or services opportunity requirements.
• Willingness to travel occasionally to customer sites.

Requirements

• 4+ years of contact center operations or related technology experience, with a minimum of 2+ years in implementation/consulting services, technical support, and/or sales engineering.
• Strong skills in project management, client relationship management, and technical expertise.
• Contact Center industry experience.
• Strong practical understanding of VoIP applications and its principles.
• Strong knowledge of PBX, ACD, CTI, IVR, and other contact center-related technology.
• Well-versed in Salesforce CRM.
• Outstanding customer-facing verbal and written communication skills.
• Excellent time management skills, including the ability to manage multiple client implementations and project activities simultaneously.
• B.A./B.S. or equivalent experience.

Preferred Qualifications

• Strong understanding of PC and its operating systems.
• Experience with SaaS model and applications.
• Development experience.

Schedule

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

Pay

Actual compensation packages are based on several factors unique to each candidate, including skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States.

Pay Range: $71,900/yr – $172,300/year (based on experience).

The total compensation package may also include an annual performance bonus, stock, and/or 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 and Basic Life Insurance.
• 401k savings plan with employer matching.
• Access to an innovative mental health support platform offering personalized care and resources such as 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.