Key skills
Customer success experienceAccount managementCRM software experienceContact center technologyAnalytical abilitiesSelf-directedcommunicationProblem-solving skillsProject managementFast-paced environmentAnalyticsSaaSCRMLeadershipCommunicationCustomer SuccessAccount ManagementSales
About this role
Five9 is a leading provider of cloud contact center software, dedicated to enhancing customer experience. The Enterprise Customer Success Manager will build strong relationships with larger clients, ensuring they achieve their business objectives while expanding the use of Five9's products and services.
Responsibilities:
- Develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients
- Collaborate with customers to define and track key performance metrics and ensure they are meeting their overall business objectives
- Leverage knowledge of each customer account to develop and maintain account-specific Success Plans
- Provide regular updates, reporting, and periodic business reviews to customers and Five9 leadership on customer success outcomes and engagement
- Identify and address any potential issues or risks that may impact customer satisfaction or retention
- Understand customer business goals and challenges to align Five9 solutions that drive success and value for the customer
- Proactively identify and address customer issues or concerns, and provide effective solutions
- Use data and analytics to track and measure customer success metrics and evaluate/present business outcomes
- Work closely with internal teams including Professional Services, Product, and Support to ensure customer satisfaction and retention
- Coordinate with Sales and TAMs on increased business opportunities within the account base
Requirements:
- Bachelor's degree in a related field or 8 years of equivalent work experience
- Proven experience in customer success, account management, or a related role
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical abilities
- Must be self-directed and self-motivated
- Proven ability to manage multiple projects at a time while paying strict attention to details
- Ability to work in a fast-paced and dynamic environment
- Ability to travel up to 25% of the time
- Familiarity with contact center technology and the SaaS industry is a plus
- CRM and customer success management software experience is preferred