Strategic Technical Account Manager | Trusted Advisor

Five9 Philippines Inc.; Manila; On-site; PHP 1,004,000 - 1,674,000; Full time

Benefits offered by this job

HMO with dependents

Retirement plan

Life Insurance

13th month pay

Meal allowance

Job summary

Five9 Philippines Inc. is seeking a Technical Account Manager to join the Technical Account Management team in Manila. You will support Five9 clients by creating customized solutions and ensuring high satisfaction.

The role blends account management, project management and technical consulting for a fast-growing client base. The ideal candidate has senior experience in contact centers, excels in cross-functional collaboration, and is comfortable traveling to client sites.

Qualifications

• 3–5 years of consulting or project management experience.
• 3 years in a software support role.
• Solid technical knowledge of networking (TCP/IP, SIP, FTP/SFTP, OSI).
• Hands-on experience with call center solutions (Five9, Genesis, Cisco, Nuance, TuVox, Avaya, etc.).
• Experience in technical writing and documentation.
• Familiarity with contact center metrics, KPIs and reporting.
• Experience with PBX/ACD/CTI/VoIP/IVR and telephony apps.
• Strong PM and client-facing skills; proficient in MS Office.
• Willingness to travel to client sites; able to work outside business hours.
• Excellent verbal and written communication; team player and self-starter.
• Bachelor’s degree in a technical field and/or relevant certifications.

Responsibilities

• Provide account management, project management and technical consulting to clients enrolled in TAM services.
• Build and maintain trusted-advisor relationships; assess business needs and propose optimization solutions.
• Articulate value through presentations and demonstrations.
• Educate clients on administration and utilization of Five9 products.
• Troubleshoot technical issues and support service interruptions.
• Communicate issues, root cause analysis and next steps to clients and internal teams.
• Inform clients about platform changes, maintenance and releases.
• Collaborate with internal teams to drive learning and process improvement.
• Provide case oversight and status updates to management and clients.
• Adopt a proactive mindset to anticipate client needs.

Skills

Project management

Client-facing

Technical consulting

Documentation

Communication

Willingness to travel

Cross-functional collaboration

Team player

Education

Bachelor’s degree in a technical field

Industry certifications (preferred)

Tools

Microsoft Office (Excel, Word, PowerPoint, Visio)

PBX/ACD/CTI/VoIP/IVR

Networking protocols (TCP/IP, SIP)

Job description

Five9 Philippines Inc. is seeking a Technical Account Manager to join the Technical Account Management team in Manila. You will support Five9 clients by creating customized solutions and ensuring high satisfaction.

The role blends account management, project management and technical consulting for a fast-growing client base. The ideal candidate has senior experience in contact centers, excels in cross-functional collaboration, and is comfortable traveling to client sites.