Majors Customer Success Manager

Core duties and responsibilities include the following:

• 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