Supervisor, Implementation Services

Supervisor, Implementation Services

Five9 Inc.
Not Specified
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.
The Implementation Team Supervisor will lead a team of Implementation Managers to ensure that projects remain on track and are delivered in a professional manner. This includes mentoring the team to maintain technical knowledge and verifying that Professional Services processes are followed. The Team Supervisor will also manage customer Implementations serving as an example to the team.
Team Supervisor Responsibilities

- Act as the team's first point of contact for configuration and technical questions about the Five9 VCC.
- Ensure that the team is trained on VCC features and new releases.
- Provide guidance to the team regarding the implementation process and internal company processes.
- Track team member's process adherence by routinely monitoring reports and dashboards.
- Monitor individual team member's progress - identify and communicate areas for improvement as well as areas where the Implementation Manager is doing well.
- Act as the first point of contact for customer escalations from team member's projects.
- Represent the team in management meetings.
- Identify and communicate gaps in training and process adherence to management.
Implementation Responsibilities

- Manage customer Implementations at the highest level to serve as an example to the team.
- Implement the Five9 VCC remotely (over the phone) in a wide array of configurations and customer environments.
- Lead customers through all phases of implementation including discovery, requirements gathering, configuration, training, testing and production rollout.
- Manage the execution of multiple Implementation projects effectively communicate plans, progress and status both internally and to the customer.
- Articulate the concepts and features of the Five9 Virtual Call Center as they apply to the customer's specific requirements.
- Continually seek opportunities to increase customer satisfaction and improve client relationships by interacting effectively at all levels of the client's organization.

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

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