Five9 is a leading provider of cloud contact center software for the digital enterprise, bringing the power of cloud innovation to customers and facilitating more than three billion customer interactions annually. Five9 provides end-to-end solutions with omnichannel routing, analytics, WFO, and AI to increase agent productivity and deliver tangible business results. The Five9 platform is reliable, secure, compliant, and scalable; designed to create exceptional personalized customer experiences. For more information visit www.five9.com.
The Director, Customer Account Program is responsible for the strategy and direction of the Customer Account Program, which provides the highest level of escalation for customer issues. The Director will lead and manage the customers’ issues by building and leading this interdepartmental, cross functional, and geographically dispersed Five9 team, from Support, Sales, Product management and development engineers to management and corporate executives.
Advocate and establish buy-in across all levels of the organization for the Customer Account Program.
Create a sense of urgency with stakeholders on resolutions of customer’s critical issues.
Engage and lead cross-functional and geographically disperse teams in the development and execution of action plans to address critical situations
Effectively communicate critical issue status to executive staff, sales teams, and other invested parties
Creative thinking, adaptability and versatility
Demonstrate strong judgment at risk management and problem mitigation, as well as making timely decisions from both business and technical perspectives
Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Strong people leader. Experience in managing and leading a team across geographies
Ability to take a high-level business objectives and turn it into an actionable strategic plan, or break down a complex process into simple steps that can be easily executed by the team
Program/project management of critical issues in a cross-functional environment that includes working with sales, customer and partners to resolve complex and critical issues
Strong capacity for Influencing, negotiating and delegating efforts
Excellent verbal and written communication skills including the ability to provide regular updates (verbal and written) to Corporate Executives
Ability to work in a fast paced, challenging environment with global customers
Ability to multi-task and prioritize with a goal of driving issues to closure on behalf of the customer
A “whatever it takes” customer-first attitude and a willingness to go the extra mile to foster customer success
Experience as Escalations Engineer, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
10+ years of customer facing sales and/or services delivery roles
BA/BS in computer science or equivalent (MBA a plus)