Job Description
Account Manager
Location: United States
Remote, United States
Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.
We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.
The Account Manager is responsible for developing long-term relationships with the portfolio of assigned customers and connecting with key business executives and stakeholders. The Account Manager will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of Five9’s solutions according to customer needs. This position reports to the RVP of Enterprise Customer Success Management.
Key Responsibilities:
- Achieve assigned revenue quota and retention goals for existing Five9 customers
- Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors
- Develop and apply an understanding of Five9’s products, services, sales methodology, and support processes while developing expansion opportunities with existing customers
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives
- Communicate clearly the progress of monthly/quarterly initiatives to each customer in your portfolio
- Forecast and track key account metrics and deliver those to customers on a regular basis
- Assist with high severity requests or issue escalations as needed
Key Requirements:
- Minimum of 3+ years of experience in account management in the call center space
- Strong technical knowledge of contact center technology including dialers, ACDs, IVRs, WFO and multi-channel
- Strong account planning and management skills, including mature negotiation skills
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
- Experience in delivering client-focused solutions based on customer needs
- Ability to discuss, understand, and work within complex projects and processes
- Proven ability to manage multiple projects at a time while paying strict attention to detail
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Must be self-directed and self-motivated
- BS degree or higher