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 ServicesReports 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 projectsCreating Project PlansEliciting and defining Customer requirements Effectively communicate plans, progress and status updates to both internal staff and customer stakeholdersCollaborate with associated project managers and partners to ensure a streamlined implementation of all productsContinually seek opportunities to increase customer satisfaction through vendor relationships and available toolsMaintain and update all internal applications associated with projectsIdentify project risks and implement appropriate mitigation plansInteract 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 organizationMaintain and update all internal applications associated with implementation projectsArticulate the value of Five9’s Professional Services through presentations, demonstrations and open discussion with customersLearn Five9 and PS values and actively apply them to projects and process improvement initiativesHandle and de-escalate client and sales escalations with minimal assistance from the supervisorInteract effectively at all levels of the client and vendor organizationDevelop and maintain positive and productive relationships with clients and vendorsKey Requirements:Minimum of 3 years in an Implementation (Professional Services), Project Management or Technical Consulting position - Call Center industry experience is highly desiredExperience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or directionKnowledgeable 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 requiredBA/BS or equivalent experience is required Key Skills:Experience with managing multiple projects across multiple customers simultaneouslyMust possess a combination of project management skills and client developmentKnowledge of Call Center and software as a solutionMust possess a strong combination of project management skills, technical call center expertise, and client developmentMust be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperativeMust 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 othersMust be strategic thinker; Able to understand the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organizationNice 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 plusCompany BenefitsCompany stocksAnnual merit increase based on performance15% night shift differential payPaid Leave with Cash ConversionHMO with free dependentsRetirement PlanLife InsuranceWhile on work from home setup: Internet and meal allowance are providedEmployee Assistance Program for mental and social well-beingGovernment-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.