[Remote] Professional Services Program Manager

Note: The job is a remote job and is open to candidates in USA. Five9 is a leading provider of cloud contact center software, dedicated to enhancing customer experience. They are seeking a Professional Services Program Manager who will manage implementation projects, ensuring customer satisfaction and project success while collaborating with various stakeholders.

Responsibilities

• Lead and manage all day-to-day operational and tactical aspects for multiple Implementation projects with a focus on time, scope, and budget
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products
• Identify project risks and implement appropriate mitigation plans
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
• Maintain and update all internal applications associated with implementation projects
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers

Skills

• 5+ years as a Program Manager, Scrum Master, or Technical Consultant
• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
• Exposure to Artificial Intelligence within the Voice and Digital channels
• Contact Center Industry experience highly preferred
• Experience managing implementations of Five9 or other VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, NICE) is highly desired
• Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired
• Must be willing to travel up to 10% or as needed regionally with some national and international travel possible (valid passport required)
• Excellent verbal and written skills required
• BA/BS or equivalent experience is required
• One or more of the following certifications is preferred; PMP, PRINCE2, Agile or Kanban related certifications
• Bilingual skills a plus

Benefits

• Annual performance bonus
• Stock
• Other applicable incentive compensation plans
• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost.
• Short & Long-Term Disability
• Basic Life Insurance
• 401k saving plan with employer matching
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan
• Paid Time Off
• Company paid holidays
• Paid volunteer hours
• 12 weeks paid parental leave

Company Overview

Company H1B Sponsorship