Technical Account Manager

Five9; Metro Manila; On-site; PHP 502,200 - 669,600; Full time

Benefits offered by this job

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

Internet and meal allowance while remote

Employee Assistance Program

Government-mandated Benefits (SSS, PhilHealth, PagIBIG, etc.)

Job summary

A leading cloud contact center provider in Metro Manila is seeking a Technical Account Manager. This role involves account management, technical support, and project management to ensure client satisfaction. Ideal candidates will have 3-5 years of related experience, strong technical knowledge, and excellent communication skills. Full-time position with various benefits including company stocks and performance increases.

Qualifications

• 3-5 years of experience in a consulting or project management role.
• 3 years in a software support role.
• Experience in technical writing and documentation.

Responsibilities

• Provide excellent account management and technical consulting.
• Partner with clients to build and maintain a trusted advisor relationship.
• Directly support and troubleshoot technical issues as needed.

Skills

Technical knowledge of networking protocols (TCP/IP, SIP)

Project management skills

Client-facing skills

Excellent verbal and written communication skills

Team player

Education

Bachelor’s degree in a technical field

Tools

Microsoft Office products (Excel, Word, PowerPoint, Visio)

Job description

Overview

Join to apply for the Technical Account Manager role at Five9.

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

To complement our rapid growth, Five9 is looking for a Technical Account Manager (TAM) to join our Technical Account Management team. The ideal candidate will play a critical role in supporting Five9 clients by creating customized solutions designed to meet clients’ requirements and ensure a high level of customer satisfaction. The candidate has experience as a senior professional in contact centers with expertise 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, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Software Development

Note: The original description includes additional job postings and location data that are not relevant to this role and have been omitted for clarity and quality.