Assist in communication and coordination to customer contact roles or points of contact from initiation to implementation of operations (product/service) in the Five9 System.
Internal coordination within CS to Support off-hours/Maintenance activities.
Assist the team with managing the accuracy of customer lists in various forms to support all related Customer Success Maintenance Team and other communication
Assist in sending communication to customers regarding Service and or Outage Alerts
Assist in disseminating communication to internal groups regarding Service and or Outage Alerts
Assist in drafting the Root Cause Analysis (RCA)
Tracking and communicating projects progress
Assists in overseeing project implementation
Participate in Customer Success Maintenance Team scheduled or requested activities
With the exposure to communicating and interacting with business leaders on our customers' organization, the candidate should consistently and proactively identify, anticipate, and meet individual customer's needs and expectations.
Other ad hoc duties/tasks as assigned by management

Have excellent technical skills
Be Knowledgeable of process-related standards
Be an analytical thinker with interpersonal skills
Have working experience in a call center environment.
Have experience or working knowledge of Jira or change management tools.
Be willing to work extended hours and even during weekends.
Be excellent in written and oral communication.
Have strong regard for providing quality results on time as an individual or behalf of the group.
Have the behavioral competence of accurately prioritizing work to achieve optimal results.
Be expected to learn and properly utilize all the internal tools used by the Customer Success Maintenance Team (i.e. – SAT Tool, SFDC, MS OFFICE apps, Five9 apps)

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)

Customer Success Operations Engineer

Key skills