Technical Account Manager

Technical Account Manager

• Provide excellent account management project management and technical consulting to Five9s clients who have enrolled in TSM & TAM Services.
• Partner with clients to build and maintain a Trusted Advisor relationship; understand their business needs propose recommendations and solutions designed to optimize Five9s platform and enhance operational effectiveness.
• Articulate the value of Five9s services products and concepts through presentations demonstrations and open discussion with clients.
• Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
• Directly support and troubleshoot technical issues as needed.
• Manage service interruptions which could impact clients business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
• Keep clients informed of any/all issues that could potentially impact Five9s platform such as routine maintenance patches software product changes and releases.
• Partner with internal account teams and other business units to foster an environment of learning execution and continuous process improvement.
• Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
• Adopt a proactive mindset to help anticipate clients needs and mitigate service and operational issues.

• 3-5 years of related experience in a consulting or project management role
• 3 years in a software support role.
• Solid technical knowledge of networking theories and protocols such as TCP/IP SIP FTP/SFTP OSI Model.
• In depth knowledge of one or more call center solutions like: Five9 Genesis Cisco Nuance TuVox Avaya Aspect Nortel Interactive Intelligence Siebel Call Center or CosmoCom.
• Experience in technical writing and documentation.
• Experience in contact center objectives methodologies tools & operations contact center reporting and KPIs.
• Experience with/and working knowledge of PBX ACD CTI VoIP IVR Dialers and Telephony applications.
• Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel Word PowerPoint Visio etc.).
• Willing to travel to client sites as required; able to work outside standard business hours.
• Excellent verbal and written communication skills.
• Team player self-starter able to manage multiple priorities and meet deadlines.
• Bachelors degree in a technical field and/or comparable industry certifications and experience

• Understanding of quality monitoring tools and workforce management software such as NICE/IEX Authority Software etc.
• Understanding of CRMs such as Salesforce NetSuite Leads 360 (Velocify) Oracle Service Cloud (RightNow) etc.
• Understanding of WFM/WFO Solutions such as Verint CSI Calabrio NICE etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
• Basic working knowledge API HTML and Java scripting is a huge plus.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS PhilHealth PagIBIG 13^thmonth pay Solo parent leave Special leave for women)