Five9

Technical Account Manager

Five9

full-time

Posted on:

Location Type: Hybrid

Location: Manila • 🇵🇭 Philippines

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Job Level

Mid-LevelSenior

Tech Stack

TCP/IPVoIP

About the role

  • Provide excellent account management, project management and technical consulting to Five9’s 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 Five9’s platform and enhance operational effectiveness.
  • Articulate the value of Five9’s 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 client’s 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 Five9’s 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 client’s needs and mitigate service and operational issues.

Requirements

  • 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.
  • Bachelor’s degree in a technical field and/or comparable industry certifications and experience
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, 13th month pay, Solo parent leave, Special leave for women)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementtechnical consultingnetworking theoriesTCP/IPSIPFTP/SFTPOSI Modelcall center solutionstechnical writingdocumentation
Soft skills
client-facing skillscommunication skillsteam playerself-starterability to manage multiple prioritiesability to meet deadlinesproactive mindsetrelationship buildingproblem-solvingcustomer support
Certifications
Bachelor’s degree in a technical fieldindustry certifications