Partner Enablement Manager

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.

To facilitate our continued rapid growth, Five9 is seeking a Partner Enablement Manager to empower our leading partners to better sell and deploy Five9 solutions. This is a strategic position within the Professional Services organization and will report directly to our Director, Partner Enablement. As a key contributor in our ability to deliver customer value at speed and scale, we are looking for a highly motivated, self-managed individual who can work with cross-functional teams to expand our partner’s capabilities.

A few major focus areas of this role are:

• Develop strong relationships with key strategic partners to increase understanding of Five9 processes and capabilities

• Drive successful partner implementation services through technical guidance and support

• Identify gaps in partner skills and processes needed to successfully deploy Five9 products

• Enhance Five9 processes to meet critical partner requirements

Key Responsibilities

• Manage all day-to-day enablement and operational aspects of multiple strategic Five9 partners:

• Serve as primary Five9 point of contact for partner initiatives

• Work with Five9 Channel Team to understand the vision for growth of partner successes

• Run weekly partner project status meetings with implementation teams to assess health of partner program

• Assist with partner escalations related to project implementations

• Articulate the value of Five9’s Professional Services methodology and help partners determine which processes can be modified for use within their own services organization

• Continually seek opportunities to increase partner satisfaction and deepen partner relationships by interacting effectively at all levels of the partner organization.

• Develop materials for use by internal and partner resources to continue to drive excitement around each partnership

• Provide technical training to partners regarding new features or functionality

• Act as a single point of contact for partner engineers when technical assistance is required

• Provide partners with best practice recommendations, training, and problem resolution throughout the setup and installation process of Five9’s call center software.

• Work with Five9 internal business owners when partners uncover use cases that require additional product needs

Requirements

• Minimum 10 years in Professional Services Implementation, Technical Account Manager, or Sales Engineering position – Call Center industry experience is required.

• Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.

• Experience developing processes focused on continuous improvement of the delivery of professional services.

• Experience managing implementations of Five9, TDM and/or VOIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, InContact, and/or Interactive Intelligence) is highly desired.

• Up to 15% national and international travel.

• BA/BS or equivalent experience is required.

Desired Skills

• Must possess a strong combination of project management skills, technical call center expertise, and client development.

• Must be an expert at developing and maintaining positive and productive relationships with partners; impeccable communication skills and ability to understand partners’ needs is imperative.

• Must be a natural leader: Able to build collaborative relationships with partners and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.

• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with NICE Monitoring and IEX WFM are a plus.

• Must be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.

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.