Majors Customer Success Manager

Major Customer Success Manager

Join our team to ensure a timely, successful implementation of our strategic customers, acting as their champion within Five9.

Core Duties and Responsibilities

• Represent the customer voice to internal cross-functional teams including Sales, Professional Services, Support and Product.
• Participate in all implementation status meetings.
• Develop and execute 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 communication skills.
• Must be self-directed and self-motivated.
• Ability to travel up to 50% of the time.
• BS degree or equivalent.

Location: This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be hybrid.

Compensation: $140,000—$161,000 USD plus potential annual performance bonus, stock, and/or other incentive compensation plans.

Benefits

• Health, dental, and vision coverage starting on the first day of employment. Five9 covers 100% of the employee portion and shares a high portion of the dependent cost. Also includes Short & Long-Term Disability, Basic Life Insurance, and a 401(k) savings plan with employer matching.
• Access to an innovative mental health support platform offering personalized care and resources such as therapy, coaching, and self-guided mindfulness exercises for all covered employees and their dependents.
• Generous employee stock purchase plan.
• Paid Time Off, company paid holidays, paid volunteer hours, and 12 weeks paid parental leave.

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Five9 is an equal opportunity employer.