Project 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.

Position: Project Manager, Professional Services

Reports to: Supervisor, Professional Services 

Location: Manila, Philippines

 As a key contributor to the Professional Services Team, the ideal candidate will be a passionate, self-managed individual who can work well with a cohesive team to help delight customers and grow business.

Key Responsibilities:

• Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects.
• Creating Project Plans
• Eliciting and defining Customer requirements
• Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
• Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
• Continually seek opportunities to increase customer satisfaction through vendor relationships and available tools.
• Maintain and update all internal applications associated with projects.
• Identify project risks and implement appropriate mitigation plans.
• Interact effectively at all levels of the client organization.
• Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
• Maintain and update all internal applications associated with implementation projects.
• Articulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customers
• Learn Five9 and PS values and actively apply them to projects and process improvement initiatives.
• Handle and de-escalate client and sales escalations with minimal assistance from the supervisor.
• Interact effectively at all levels of the client and vendor organization.
• Develop and maintain positive and productive relationships with clients and vendors.

Key Requirements:

• Minimum of 3 years in an Implementation (Professional Services), Project Management or Technical Consulting position - Call Center industry experience is highly desired.
• Experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction.

• Knowledgeable in creating Project Charters, Weekly Status Reports, and other detailed documentation.

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

• Can operate and perform duties with minimal supervision.

• Excellent verbal and written skills required.
• BA/BS or equivalent experience is required.

Key Skills:

• Experience with managing multiple projects across multiple customers simultaneously.
• Must possess a combination of project management skills and client development.
• Knowledge of Call Center and software as a solution.
• 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 clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Must be a natural leader: Able to build collaborative relationships with supervisors and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
• 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.

Nice to Have:

• Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, Contactual, InContact, Interactive Intelligence and/or CosmoCom)
• Knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Leads360 and/or LeadMailbox)
• Knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices – Experience with WFO Applications is a plus.

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, 13^thmonth pay, Solo parent leave, Special leave for women)

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