Technical Account Manager

The Technical Account Manager (TAM) will play a pivotal role in guiding senior level customer contacts towards optimizing their Contact Center operations, ensuring best practices are effectively implemented. With a strong foundation in technical account management, customer satisfaction, and solution deployment, the ideal candidate will thrive in the premise-based or hosted telecommunications software industry.  

The ideal candidate will have in-depth implementation, consulting and customer relationship management experience with one of the following Contact Center Platforms: Five9, Genesys, Cisco, Nuance, Avaya, Aspect, NICE. 

Key Responsibilities: 

• Manage Enterprise Clients that have subscribed to Five9 Technical Account Management Services 
• Effectively communicate project plans, progress and status both internally and to Customer organization
• Leverage existing knowledgebase to find use cases relevant to customers and proactively deliver solutions to meet customers’ business objectives
• Analyze, support and provide consultative best practices for the Five9 call center software solution in a wide array of configurations and customer environments both remotely and on-site
• Partner with Customers to optimize the Five9 call center software solution
• Articulate the value of Five9’s Services through presentations, demonstrations and open discussion with customers
• 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 

Key Qualifications:

• 4+ years of contact center operations or related technology experience, with a minimum of 2+ years in implementation/consulting services, technical support, and/or sales engineering
• Strong skills in project management, client relationship management, and technical expertise
• Contact Center industry experience 
• Strong practical understanding of VoIP applications and its principles
• Strong knowledge of PBX, ACD, CTI, IVR and other contact center related technology 
• Well-versed in Salesforce CRM 
• Outstanding customer facing verbal and written communication skills 
• Excellent time management skills including the ability to manage multiple client implementations and project activities simultaneously
• Willingness to travel occasionally to customer sites
• B.A./B.S. or equivalent experience

Preferred Qualifications:

• Strong understanding of PC and its operating systems
• Experience with SaaS model and applications
• Development experience