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||Remote - UK, United Kingdom
Mid-Market Customer Success Manager|
Mid-Market Customer Success Manager
Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
The Mid-Market Customer Success Manager will partner with and ensure the long-term success of our mid-market customers. The CSM will be responsible for developing long-term relationships with a portfolio of assigned customers, connecting with key business executives and stakeholders. The CSM will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. This position reports to a Manager of Customer Success.
Core duties and responsibilities include the following:
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 Five9ís 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 quarterly initiatives to each customer in your portfolio in the form of quarterly business reviews.
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
Minimum of 5 years of experience in customer success or account management for a technology company
Strong technical knowledge of contact center technology including dialers, ACDs, IVRs, CRMs, WFM and QA systems
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
Ability to travel up to 5% of the time
BS degree or equivalent experience
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.
Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. For more information visit www.five9.com.
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