Director, Majors Customer Success Management
Five9
Cloud
Business Analyst, Global Technical Services
Five9
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $83,800 - $200,600 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Join Five9 Professional Services as a Business Analyst on large enterprise and strategic projects.
- Elicit, document and maintain customer business requirements; create use cases, user stories and call/process flowcharts.
- Act as the customer’s proxy/SME to ensure solutions align with business needs and expectations.
- Map customer business requirements to specific Five9 capabilities, considering current contact center platforms.
- Collaborate with Business Consultant, Enterprise Architect, PS Consultants, Program Managers and sales during pursuit.
- Coordinate Five9 integration testing, develop comprehensive test plans, and support Customer User Acceptance Testing.
- Manage and drive customer expectations and understand definition of 'DONE' from customer and Five9 perspectives.
Requirements
- Minimum of 5-10 years in role as a Professional Services Systems Integrator, Program Director or Client Partner, preferred in the Call Center and/or CRM Industry.
- Must have prior experience performing functional gap analysis and creating requirements and/or technical design documentation to align to customers validated Five9 solution.
- Must possess outstanding relationship building skills.
- Promote and build strong client relationships to achieve overall program and customer success; BA/BS or equivalent experience is required.
- Demonstratable experience with both Waterfall and Agile program methodologies.
- Experience managing implementations of Five9 and/or Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps).
- Exceptional written and verbal communication skills with demonstrated experience and acumen in presenting to all levels of management and executive staff.
- Must be willing to travel up to 25% regionally with some national and international travel possible (valid passport required).
