Technical Account Manager

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

Technical Account Manager

To complement our rapid growth, Five9 is looking for a Technical Account Manager (TAM) to join our Technical Account Management team. The ideal candidate for this role will play a critical role in supporting Five9 clients by creating customized solutions designed to meet our clients’ requirements and ensure a high level of customer satisfaction. He/she is someone who has worked as a senior professional in contact centers and has excelled in account management, project management and functional/technical consulting.

Responsibilities:

• Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
• Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
• Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
• Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
• Directly support and troubleshoot technical issues as needed.
• Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
• Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
• Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
• Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
• Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.

Qualifications:

• 3-5 years of related experience in a consulting or project management role,
• 3 years in a software support role.
• Solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, OSI Model.
• In depth knowledge of one or more call center solutions like: Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center or CosmoCom.
• Experience in technical writing and documentation.
• Experience in contact center objectives, methodologies, tools & operations, contact center reporting and KPIs.
• Experience with/and working knowledge of PBX, ACD, CTI, VoIP, IVR, Dialers and Telephony applications.
• Strong project management and client-facing skills - Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
• Willing to travel to client sites as required; able to work outside standard business hours.
• Excellent verbal and written communication skills.
• Team player, self-starter, able to manage multiple priorities and meet deadlines.
• Bachelor’s degree in a technical field and/or comparable industry certifications and experience

Nice to Have:

• Understanding of quality monitoring tools and workforce management software such as NICE/IEX, Authority Software etc.
• Understanding of CRMs such as Salesforce, NetSuite, Leads 360 (Velocify), Oracle Service Cloud (RightNow), etc.
• Understanding of WFM/WFO Solutions such as Verint, CSI, Calabrio, NICE, etc. - Knowledge of network troubleshooting tools such as Wireshark or Pathview.
• Basic working knowledge API, HTML and Java scripting is a huge plus.

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night shift differential pay
• Paid Leave with Cash Conversion
• HMO with free dependents
• Retirement Plan
• Life Insurance
• While on work from home setup: Internet and meal allowance are provided
• Employee Assistance Program for mental and social well-being
• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13thmonth pay, Solo parent leave, Special leave for women)