Majors Customer Success Manager

Job Description

Job Description

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.

For questions or information related to this role, please reach out to: David Turek

The Majors Customer Success Manager will partner with internal cross-functional Five9 teams to ensure a timely, successful implementation of our strategic customers. The Majors Customer Success Manager, alongside the Enterprise Sales Director, will develop strong relationships with their portfolio of assigned customers acting as their champion within Five9 to deliver Five9 solutions according to customer requirements.

Core duties and responsibilities include the following:

• Represent the customer voice to internal cross-functional teams including Sales, Professional Services, Support and Product.
• Participate in all implementation status meetings
• Development and execution of a business plan to drive acceptance of Five9
• Provide all order, billing inquiry, and telco management needed during implementation
• Build and maintain relationships for future pipelines within Five9
• Conduct monthly and quarterly business reviews with the customer
• Maintain accurate and complete call notes and histories within Salesforce
• Identify and utilize company resources to provide the technical and business expertise necessary to deliver solutions that exceed customer expectations
• Coordinate with sales directors, TAMs and PS on increased business opportunities within the account
• Travel both domestically and internationally to customer locations

Requirements

• Minimum of 8 years of experience in account management for a technology company
• Strong technical knowledge of contact center technology including dialers, ACDs, IVRs, CRMs, WFM and QA systems
• Strong account planning and management skills including mature negotiation skills
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs
• Ability to discuss, understand, and work within complex projects and processes
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Must be self-directed and self-motivated
• Ability to travel up to 50% of the time

Work Location: 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 would require 3 days a week (T, W, TH) in 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.

$129,010—$199,990 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: -pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.