Manager, Global Technical Service

San Ramon, CA - USA

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate grow and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment empowering our employees to be their authentic selves.

As a key contributor to the Professional Services Team the ideal candidate will be a passionate driven individual who can lead and manage a team of technical individual contributors that delight customers in their successful implementations. This role is equal parts Manager Trainer and enabler of the Platform Engineers to perform high-quality work.

Key Responsibilities:

Hone and expand the technical abilities of your team and peers on a continuous basis.
Manage and oversee skills-development of a team of Platform Engineers. Activities vary from highly technical hands-on work to tactical day-to-day Management oversight.
Delivery Focus: Working with your peers in PS and PS Delivery achieve quarterly/annual revenue and quality targets. Attend all Delivery-centric calls addressing assignment requests and project escalation activities.
Perform timesheet and project health reviews including project trending project technical oversight identifying opportunities for delivery improvement.
Achieve and maintain expertise over Five9 product associated applications and partner (ISV) integrations.
Articulate the value of Five9s Professional Services through demonstrations and open discussion with customers and prospects.
Actively participate in hiring and recruiting of Platform Engineers and other related roles as required.
Communicate professionally and effectively with internal and external stakeholders.
Maintain technical prowess by spending 10 to 20% of your time assisting customer implementations.
Participate in PS Product Readiness activities to include the creation of internal technical training materials.
Serve as an advocate for our customers and internal technical resources to prioritize product enhancements and defect remediation.

Key Qualifications:

10 years of Professional Services experience.
5 years line Management experience directly leading technical teams.
Minimum 5-8 years Consulting experience in a Cloud Computing or Telephony environment.
Prior experience managing budgets staff and external consultants.
Proven track record of Management and Leadership skills required to drive operational efficiency throughout a global Professional Services organization.
Experience with implementing TDM and/or VoIP Call Center solutions (Five9 Genesys Avaya Cisco Aspect LiveOps Contractual InContact Interactive Intelligence and/or CosmoCom) is required.
Strong knowledge of CRM and Lead Management solutions (Salesforce NetSuite Oracle Dynamics and Velocify) is preferred.
Must be willing to travel up to 50% regionally with some national and international travel possible (valid passport required).
Self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
Excellent verbal and written skills required.
Technical certifications are a plus.
B.S. or B.A. required. MBA a plus.

Key Skills:

Strong technical knowledge of SaaS Networking Internet concepts CRM WFM PBX Dialer ACD CTI VoIP IVR/VRU Web Services and Call Center practices.
Experience with WFO Applications is a plus.
Must possess a strong combination of technical call center expertise client development and configuration experience.
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.
Software Development experience a plus.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location this role is Hybrid and would require 3 days a week (M W TH) in our San Ramon office.

As part of our continued commitment to diversity equity and inclusion Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including but not limited to: 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. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally the total compensation package for this position may also include an annual performance bonus stock and/or other applicable incentive compensation plans.

Our total reward package also includes:

Health dental and vision coverage beginning on the first day of employment. Five9 covers 100% of the employee portion of the health dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability Basic Life Insurance and a 401k saving plan with employer matching.
Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
Generous employee stock purchase plan.
Paid Time Off Company paid holidays paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

The US base salary range for this role is below.

$81900$228200 USD

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds perspectives and skills. The more inclusive we are the better we are. Five9 is an equal opportunity employer.

View our privacy policy including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Required Experience:

Manager

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate grow and thrive while enjoying the journ...