Solution Engineer

Solution Engineer

Five9 Inc.
1-4 years
Not Specified

Job Description



Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.
Title: Solutions Engineer
Reports to: Sr. TSE Supervisor
Business Team: Customer Success

Overview of Job Function:
  • Operates as the lead point of contact for any and all matters specific to the assigned customer account
  • Establishes productive, professional relationships with key personnel in assigned customer accounts.
  • Ensures the timely and successful delivery of solutions
  • Communicates clearly the progress of weekly and monthly initiatives to both internal and external stakeholders
  • Direct clients through issue resolution including customer meetings, status reports and updates.
  • Prepares cases analyses
  • Proactively reach out to customers in the event of Service Interruptions
  • Deploy the solution based on defined requirements
  • Assess and fine tune service deliverables to ensure operational excellence
  • Identify the customer's managed service's needs, gather requirements, establish success criteria, document and validate desired operations

Requirements:
  • Must be a regular employee
  • No disciplinary records within the past 6 months
  • Must have a Scorecard average of at least 88% over the last 6 months (for applicants within CS)

Preferred Requirements:
  • Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
  • Must possess strong technical call center skills preferably in a technical support or customer service role.
  • Functional knowledge of Salesforce, NetSuite, leads 360, ITSM CRM's or conceptual knowledge of CRM's.
  • Experience with SaaS model and applications a plus.
  • Knowledge of Enterprise Reporting tools such as Business Objects.
  • At least 1-year experience in handling Enterprise customer-relations
  • Experience in technical writing, documentation, and business presentations

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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.
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Our headquarters are located in the beautiful in San Ramon, CA.

About Five9 Inc

Job Source : www.five9.com

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