Enterprise Customer Success Manager - Five9

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Join us in bringing joy to customer experience. 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.

Five9 is seeking a passionate and results-driven Customer Success Manager to join our dynamic team. As an Enterprise CSM, you will be assigned to larger customers who typically have a broader portfolio of products and services. The Enterprise CSM positions themselves as overall relationship lead and customer's business partner. Along with retaining these customers, the CSM is tightly aligned with both the Technical Account Manager and the Account Director in expanding the portfolio of products these customers are leveraging. Many times, the Enterprise CSM also works cross-functionally to optimise their solution.

Key Responsibilities:

• Customer-centric Focus:

  • Develop and maintain strong, long-lasting customer relationships by becoming a trusted advisor to a dedicated portfolio of clients.
  • Collaborate with customers to define and track key performance metrics and ensure they are meeting their overall business objectives.
  • Leverage knowledge of each customer account to develop and maintain account-specific Success Plans.
  • Provide regular updates, reporting, and periodic business reviews to customers and Five9 leadership on customer success outcomes and engagement.
  • Identify and address any potential issues or risks that may impact customer satisfaction or retention.

• Strategic Thinking:

  • Understand customer business goals and challenges to align Five9 solutions that drive success and value for the customer.
  • Proactively identify and address customer issues or concerns, and provide effective solutions.
  • Use data and analytics to track and measure customer success metrics and evaluate/present business outcomes.

• Cross-functional Collaboration:

  • Work closely with internal teams including Professional Services, Product, and Support to ensure customer satisfaction and retention.
  • Coordinate with Sales and TAMs on increased business opportunities within the account base.

Key Qualifications:

• Proven experience in customer success, account management, or a related role.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Must be self-directed and self-motivated.
• Proven ability to manage multiple projects at a time while paying strict attention to details.
• Ability to work in a fast-paced and dynamic environment.
• Familiarity with contact centre technology and the SaaS industry is a plus.
• CRM and customer success management software experience is preferred.

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.

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

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