Technical 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.

We are looking for a strong and energetic project manager to join our team. This is primarily a work from home position but may require local onsite work at the client location.

As a project manager, you will be responsible for overseeing and ensuring the successful deployment of Acqueon products for our end customers. You will lead and inspire a project team of 2 – 4 implementation engineers through the product implementation life cycle including discovery and design workshops, custom development, product installation, various testing phases, and production cutover. You will communicate project progress and status internally and externally to multiple levels of the organizations.

• Manage one or more product implementation projects for our customers by providing day-to-day leadership for all aspects of the project• Work closely with the technical team members to complete the project scope on time with a high degree of quality• Develop and maintain a detailed project plan to monitor and track project progress• Proactively identify, manage, and mitigate risks to the project• Create and manage the project communication plan to all stakeholders• Facilitate regular external and internal project status meetings• Create, update, and distribute project reports and documentation including meeting notes, issue lists, and action items• Cultivate and maintain good working relationships with end customers and external project team members• Maintain the customer relationship after project completion to ensure continued satisfaction with the product

As a Project Manager you will….

• Clearly present and communicate information orally and through concise writing• Strong interpersonal skills to comfortably communicate with all levels of an organization• Strong problem solving and organizational skills• Ability to think on your feet in stressful client situations• Quickly grasp, understand, and interpret technical concepts, terms, and details as they relate to project deliverables• Ability to collaborate with internal and external project team members to drive a successful outcome• Self-starter and quick learner with a get-it-done attitude• Experience working as part of a remote project team• Contact center technology experience a plus

As a Project Manager you will need

• Min 7 years’ experience as a people manager, preferably at a growth-stage start-up
• Have experience working end-to-end within a technical escalation process, from customer requests to engineering.
• Have worked on a global team — you are familiar with follow-the-sun work allocation, the nuances of coaching support specialists through local cultural sensitivities amongst customers and varying your management style to account for local norms.
• Have managed a global "Tier 1" support/implementation teams through a rapid period of growth and specialization.
• Good customer service skills, including communication (verbal and written), active listening, and interpersonal skills.
• Excellent problem-solving ability, troubleshooting, and critical thinking skills
• Good understanding of software applications, especially web-based applications, and related technology.
• Ability to work on complex scenarios with time limits and available resources
• Comfortably handle multiple tasks/projects simultaneously and effectively work as an individual and as part of a team
• Experience and willing to work in a 24/7 support environment