Key skills
Contact center technologyDialersAutomatic Call Distributors (ACDs)Interactive Voice Response (IVR)Customer Relationship Management (CRM)Workforce Management (WFM)Quality Assurance (QA) systemsAccount managementSalesforceCNegotiationPresentation SkillsCustomer SuccessAccount ManagementSales
About this role
Five9 is a leading provider of cloud contact center software, focused on enhancing customer experience. The Majors Customer Success Manager will collaborate with internal teams to ensure successful implementation and build strong relationships with strategic customers, acting as their advocate within the company.
Responsibilities:
- 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