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Five9 - San Ramon, CA
posted about 2 months ago
Full-time - Mid Level
San Ramon, CA
Professional, Scientific, and Technical Services
About the position
The AIA Delivery Program Manager at Five9 is a pivotal role within the Professional Services Team, responsible for leading and managing multiple implementation projects. This position focuses on enhancing customer experience through effective communication, collaboration, and strategic project management, while fostering a team-first culture that values diversity and inclusion.
Responsibilities
- Lead and manage all day-to-day operational and tactical aspects of multiple implementation projects.
- Effectively communicate plans, progress and status updates to both internal staff and customer stakeholders.
- Collaborate with associated project managers and partners to ensure a streamlined implementation of all products.
- Identify project risks and implement appropriate mitigation plans.
- Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization.
- Own the project and time tracking aspects of customer projects inside Five9's PS Automation tool.
- Articulate the value of Five9's Professional Services through presentations, demonstrations and open discussion with customers.
Requirements
- 5+ years as a Project Manager, Program Manager, Scrum Master or Release Train Engineer or combination thereof.
- Exposure to Artificial Intelligence voice and digital solutions.
- Experience managing implementations of Five9, TDM and/or VoIP Call Center solutions including IVA (Genesys, Avaya, Cisco, Aspect, LiveOps, InContact, Interactive Intelligence and/or Mitel) is highly desired.
- Experience with Tracking tools such as Monday.com, JIRA, Agile Central or Rally is preferred.
- Some knowledge of SaaS CRM solutions (Salesforce, Dynamics, NetSuite, Oracle Service Cloud, Zendesk, ServiceNow) is desired.
- Heavy experience with managing multiple projects across multiple customers simultaneously while requiring little to no oversight and/or direction.
- Must have experience with managing large, strategic projects across multiple workstreams.
- Excellent verbal and written skills required.
- BA/BS or equivalent experience is required.
Nice-to-haves
- One or more of the following certifications is preferred; PMP, PRINCE2 and Agile or Kanban related certifications.
