Project Manager - Analytics and Reporting

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.

Summary:

Responsible for managing external analytics and reporting projects, coordinating cross-functional teams, and supporting Five9/Aceyus reporting solutions. Ensures client deliverables are completed on time and to standard, while embodying Five9's Professional Services values through presentations and discussions with customers.

Key Responsibilities:

• Review the Statement of Work and contractual documentation, and ensure internal alignment before the project kickoff or during implementation

• Plan and conduct and sales/internal planning meeting (kickoff) to clarify scope, resource requirements, and identify risks and issues including timeline constraints.

• Plan and conduct a customer kickoff; if running a subproject, work with the program manager on this.

• Facilitate the gathering of requirements and obtain customer sign-offs, such as the Requirements Design Document, during the project implementation process.

• Establish and maintain a Project Schedule based on requirements/tasks identified

• Ensure smooth execution by engineers and data architects for implementing and validating reports, dashboards, and data flows. Data flows include data being brought into the VUE system and data transmissions from VUE or VCC to the customer.

• Manage project timelines, facilitate communication through regular project status meetings or similar methods, and ensure proper documentation is maintained.Support internal initiatives to streamline delivery

• Escalate blockers to senior leadership

• Effectively communicate plans, progress, and status updates to both internal staff and customer stakeholders as needed to successfully meet project objectives and as required by the SOW.

• Articulate the value of Five9's Professional Services through presentations and open discussions with customers

• Update applications used to manage the project. These could include MS Project, Monday, Excel spreadsheets or other applications as needed.

• Keep project forecasts up to date in Sales Force / Professional Services Software to facilitate accurate reporting of revenue.

• Develop and maintain positive and productive relationships with clients

• Understand the 'Big-Picture' and think strategically to solve complex problems in close partnership with Senior Project Managers and Functional Leadership.

Education/Training Requirements:

• Bachelor's in Business, IT, Analytics, or related field OR equivalent experience

• 5-8 years of relevant project experience

• Certifications preferred (e.g., PMP, Agile, Five9 Reporting, CSM, CBIP, Tableau, Power BI, SQLA+, iNet/Network+, ITIL, Five9 Admin/Reporting)

• Completion of analytics or project management bootcamps may be considered

• Demonstrated experience in lieu of degree accepted

• Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and Call Center practices

Company Benefits

• Company stocks

• Annual merit increase based on performance

• 15% night shift differential pay

• Paid Leave with Cash Conversion

• HMO with free dependents

• Retirement Plan

• Life Insurance

• While on work from home setup: Internet and meal allowance are provided

• Employee Assistance Program for mental and social well-being

• Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.