25 days old

Associate Program Manager United Kingdom

Five9, Inc.
London, England EC2N 2AT


Five9 Associate Program Manager


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. 


 


As Five9 continues to sell and implement larger and more complex customers on a global basis, there is an emerging need for an experienced associate Program Manager to manage a broad array of customer-required documentation during the Professional Services implementation process.  This role will provide organizational and administrative support to a cross-functional team representing sales, solution consulting, professional services and delivery.


 


Key Responsibilities



  • Manage day-to-day operational and tactical aspects of multiple implementation projects, by creating project plans, defining project timelines, and working within those timelines through to customer go-live.

  • Effectively communicate plans, progress, and status/updates to both internal staff and customer stakeholders.

  • Organizing, attending, and participating in project discovery, stand-up and stakeholder meetings.  Take and distribute comprehensive meeting notes.

  • Document and follow up on important actions and decisions from meetings.

  • Preparing necessary presentation materials for customer meetings.

  • Ensure projects adhere to frameworks and all documentation is maintained appropriately for each project in PSA Tool and Salesforce.

  • Assess project risks and issues and provide solutions where applicable.

  • Ensure stakeholder views are managed towards the best solution.

  • Coordinate and facilitate meetings, action items and assign tasks and accountability to project and internal resources as required.

  • The candidate will be expected to interact with customers over the phone via web conferences and will often need to explain technical solutions to non-technical people, so good verbal and written communication skills are essential.

  • Create organized web-based repositories containing all types of artefacts related to a customer pursuit and/or implementation process to include:

    • Original RFP documents as appropriate and copies of Five9 submission documents in response to a RFP

    • Copies of any other Five9 presentation materials delivered or presented in addition to the formal submission documents

    • Contract and due diligence documents provided by customer during contract negotiation phase

    • Program delivery artifacts to include project plans, status reports and other program deliverables created by Professional Services delivery teams.

    • Customer approvals for key milestone deliverables and acceptance testing



  • Maintain each customer artefact repository folder

    • Add/remove users as requested by the Five9 bid team

    • Ensure that all documents are filed in the correct folders

    • Archive customer documentation at the conclusion of the bid process or upon completion of the implementation engagement.



  • Review and polish documents created by the Five9 team prior to submission to customer:

    • Spell and grammar check

    • Formatting improvements for Word and PowerPoint documents





 


Requirements



  • Three years experience in related field with contact center or telecom projects preferred.

  • One-year project management experience, preferably within a software development organization.

  • Exceptional and proven verbal, written and presentation skills.

  • Ability to work effectively both independently and as part of a team.

  • Expert level of proficiency in Microsoft applications including Project, Word, Excel, and Outlook,

  • Proficient in working with Salesforce.

  • Ability to work on tight deadlines on multiple active projects.

  • Understanding of appropriate protocols to follow when communicating with future or current customers.

  • Expert capabilities in MS Office, to include Word, PowerPoint, SharePoint 



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. 


 


 #LI-ND1 


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Posted: 2021-08-26 Expires: 2021-09-25

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Associate Program Manager United Kingdom

Five9, Inc.
London, England EC2N 2AT

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