Hybrid Professional Services Program Manager

at Five9

• Job title: Professional Services Program Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $70,400 - $196,300 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Oracle, PMP, ServiceNow, VoIP
• Location requirements: Hybrid, United States

About the role

• Professional Services Program Manager leading implementation projects to maximize customer success at Five9. Managing multiple projects in a remote environment to enhance cloud contact center solutions.

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 with managing multiple projects across multiple customers simultaneously while requiring 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.

Benefits

• 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.
• Short & Long-Term Disability.
• Basic Life Insurance.
• 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.