Five9 is seeking a Service Delivery Manager to build and maintain positive customer relationships with Five9 Managed Services customers. The Service Delivery Manager is an integral role in managing existing Day 2 activities and will oversee day to day operations, performance, and governance. This position reports into the Director of Five9 Managed Services.

The ideal candidate has experience in SaaS Managed Services with an emphasis on ITIL-based Service Transition and Service Operations related to incident management, change management, service reporting, and governance. Project Management (PMP or Agile), critical thinking, problem-solving, organization, and customer facing communication skills are essential to the success of this role. Candidates will demonstrate a solid understanding of SaaS Managed Services environments and Support processes.

The Five9 Service Delivery Manager key responsibilities include:

• Serve as Customer’s primary point of customer contact for Five9 Managed Services to include technical account management and service desk
• A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programs of this size and scale
  • Develop and oversee communication plan between Five9, our customers and partners
  • Oversee customer governance and administration arrangements
  • Build and manage Day2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery
  • Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition)
  • Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution
  • Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature
  • Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer
  • Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services
  • Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)

Required Qualifications:

• ITIL methodology experience with emphasis in Service and Incident Management
• Ability to work with technical leads to develop solutions from concept through design to testing and implementation.
• Reporting and analytics experience
• In depth understanding of KPI’s and objectives around Service Management
• Strong customer relationship skills and service orientation
• Ability to work independently. Self-starter who takes initiatives
• Strong written and oral communication skills
• Managed Services / SaaS service management experience on a global scale
• Previous experience in a day 2 support services capacity with Contact Center and its associated telephony and architecture
• ITIL v3 or v4 Foundation Certification (minimum)
• 5+ years of relevant experience in ITIL Process Design and/or ITSM eBond integration
• PMP or Agile/Scrum Project Management certification (highly preferred)

• 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.

• 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.

• 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.

• Proven experience in customer success, account management, or a related role.
• Experience working with financial services or regulated companies.
• 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.

To complement our rapid growth, we are actively sourcing for an experienced Senior Telecom Engineer to join our cloud operations organization on a full-time basis. The ideal candidate is someone who has worked in a 24/7 production support environment and has a strong working knowledge of VoIP, SIP, and RTP.
This position is based anywhere in the UK.

Key Responsibilities

• Interface directly with customer’s telecom engineers and IT teams to deploy customized solutions and trouble shoot issues;
• Assist int the day-to-day operational support of the Telecommunications network, analyzing problems affecting network availability and customer quality reports;
• Escalation point of contact for the Network Operations Center to resolve critical alerts generated by the SBC’s Analyze history of telecommunication related incidents and perform preventive measures;
• Assist in the day-to-day operation of the telecommunications network, where necessary analyzing problems affecting network availability and customer/vendor service quality;
• Provide root-cause analyses on service outages;
• Respond to Telecom alerts and alarms and provide corrective actions in coordination with the Network Operations Center;
• Create technical documentation and call flow drawings as needed Manage Telecommunications Service Provider & Vendors Implement hardware and software deployments on the telephony network as required;
• Deploy new services including interop testing with telecom carriers and customers;
• Provide emergency assistance and technical recovery in the event of an emergency situation affecting the availability and/or service quality of the network;
• Participate in on-call emergency rotation.

Requirements

• 3-5 years of telecom engineer experience with VoIP/SIP voice applications.
• Must have a detailed, working and theoretical knowledge of voice and data communications, including traditional switching, signaling and routing systems to include SIP, TCP/IP, MPLS etc.
• Experience with ribbon SBCs and PSX.
• Working knowledge of VoIP principles, protocols and CODECs such as H.248, SIP, G.711, G.729, WebRTC, MPLS, VPN, UDP, RTP, MTP etc.
• Knowledge of SIP call routing, Least Cost Routing, Security Controls (TLS, IPSEC, ACLs) with Session Border Controllers.
• Knowledge of telecom principals and terminology including DIDs, Toll Free numbers, LATA OCN and NPA-NXX etc.
• Experience with International Routing including ITFS, iDID’s and local termination policies Ability to build, interop and maintain direct connect SIP Trunks to customers and carriers.
• Review, Assess, Critique and Implement Telecom Architecture design changes in Lab and Production environments.
• Excellent organizational and follow-through skill sets are essential.
• Ability to document, troubleshoot and resolve a multifaceted and complex Global voice network.
• Maintain the telephony environment to assure delivery of Cloud applications, voice and customer connectivity and availability to target 99.99% SLA.
• Experience with Softswitch, Session Border Controllers (preferably Sonus/Ribbon, Audio Codes), SIP proxies, Media Servers (preferably AudioCodes IPM-6310 and FreeSWITCH).
• In depth knowledge of Wireshark, Empirix or other network protocol analyzers Ability to capture and analyze RTP streams as related to voice quality traditional KPI’s such as MOS, Jitter, Latency, Packets Loss.
• Ability to execute and use intermediate level Linux/Unix system administrator commands.
• Excellent working knowledge of telecommunications, maintenance processes and systems.
• Proven ability to resolve complex issues in an efficient and timely manner and provide clients with consultative explanations and advice.
• Self-starter with excellent troubleshooting skills and ability to prioritize tasks and organize workflow accordingly.
• Excellent verbal and written communication skills are required Excellent documentation skills are required.

The Mid-Market Account Director is responsible for customer relationships and overall account strategy within a defined set of existing accounts. The Mid-Market Account Director’s primary responsibility is establishing yourself as a trusted advisor. In doing so, drive new revenue opportunities of Five9's products and services. This is a hunting role; however, it comes with a hunting license for a clearly defined list of customers already doing business with Five9.

A successful Mid-Market Account Director must be a self-starter with a closer mentality who will manage the relationships and drive new business while ensuring customer retention.
We are looking for business athletes who are assertive team players - hungry, nimble, and intelligent - with the ability and willingness to close a mix of complex sales cycles, while maintaining the more day-to-day transactional business.

Key Responsibilities:

Customer Relationship Management

• Establish early credibility and cultivate strong relationships with existing customers to understand their business needs and challenges.

Sales Strategy Development

• Collaborate with the Five9 team to develop a comprehensive sales strategy. Utilizing the wide range of talent that Five9 brings to the marketplace.
• Identify growth opportunities that the customer would benefit by taking advantage of, uncover other divisions within your customer's organization, and develop tailored approaches to capitalize on them.

Upselling and Cross-selling

• Proactively identify opportunities to upsell additional Five9 products or services to existing customers.
• Strong focus on Five9’s AI offerings to improve efficiency in the Contact Center.
• Develop and present compelling proposals that showcase the value of expanding their engagement with Five9.

Market and Competitor Analysis

• Stay informed about industry trends, market dynamics, and competitor activities.
• Use this knowledge to position Five9 as a leader and differentiate our offerings.

Key Responsibilities (continued)

• Create and drive revenue within a specified region or list of named accounts.
• Generate business opportunities through professional networking and cold-calling.
• Drive brand awareness, campaigns, and lead generation via networking, associations, etc.
• Meet and exceed all quarterly and annual sales quotas.
• Own the sales cycle from lead generation to closure.
• Develop business plan and present the business plan during quarterly review sessions.
• Maintain account and opportunity forecasting within our internal forecasting system (SFDC)
• Self-generate leads from a personal connection, referral partners, and regional networking events
• Ensure 100% customer satisfaction and retention throughout the Implementation and Support experience.

Key Qualifications:

• Minimum of 8 years of successful experience in sales, with a track record of exceeding targets. Preferably in the CCaaS and/or SaaS with agent count of 100 - 3,000>
• Be able to work independently and as part of a team in a fast pace, rapid change environment.
• Success selling at the C-level
• Documented track record of sales excellence
• A proven sales hunter and closer
• Superior professional presence and business acumen

The Mid-Market Account Director role at Five9 offers a unique opportunity to contribute to the growth of our business by strategically managing existing accounts and identifying new avenues for expansion.

Five9 is a dynamic growing company is seeking to hire a Telecom Connectivity Project Manager. This role involves monitoring customer connectivity project plans, coordinating and scheduling calls with internal and customer resources, work hour budgets, and organizing and participating in stakeholder meetings, and ensuring that project deadlines are met in a timely manner.

To be successful as a Telecom Connectivity Project Manager, you will need to be able to work on tight deadlines, be competent in SIP trunking and SIP standards. The primary role is to assist customers in building SIP trunks and dedicated connections by coordinating with Five9 Voice Deliver and Network Architecture teams, opening Jira tickets for those teams and managing the life cycle of implementation from start to completion of successful calls to and from Five9. 

Primary Responsibilities

• Manage all day-to-day operational and tactical aspects of multiple Implementation projects.
• Creating Project Plans.
• Elicit and define project timelines working with Program Manager and customer for go-lives.
• Effectively communicate plans, progress and status/updates to both internal staff and customer stakeholders.
• Articulate the value of Five9’s Professional Services through open discussion with customers and internal teams.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Develop materials in-line with the specific Sales and/or Services opportunity requirements.
• Documenting and following up on important actions and decisions from meetings.
• Preparing necessary presentation materials for customer meetings. Primarily guiding customers through a Five SIP and MPLS workbook to collect required information for implementation of services.
• Undertaking project tasks as required.
• Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project in PSA Tool and Salesforce.
• Assess project risks and issues and provide solutions where applicable.
• Ensure stakeholder views are managed towards the best solution.
• Coordinate and facilitate meetings, action items and assign tasks and accountability to project and internal resources as required.
• New project engagement on internal kickoff and gather project resources for the Program Manager as required.

Requirements

• Relevant experience of at least 3 years is preferred for consideration.
• Work history with SIP-based routing, including PBXs, SBCs, and call routing.
• Understanding of CCaaS networking and call routing.
• Project management using Salesforce and Jira.
• Customer facing communication skills.
• Job history in telephony and VoIP. DID provisioning and call routes.
• Strong verbal communications skills for customer facing and internal correspondence.