Implementation Manager Spanish-Speaking

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.

Reporting to the Manager and Director of the Professional Services team, you will perform project tasks such as system configuration, training, documentation and customer follow-up. You will handle a number of projects simultaneously, providing expert recommendations for Contact Center Solutions in a technical or consultative role.

Key Responsibilities:

Manage the implementation of projects, ensuring that all tasks are completed on-time and within budget

Handle multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction

Assess solution specifications in light of customer requirements and recommend solution changes that optimize value for both the customer and Five9

Develop a project plan by setting proper timelines for project tasks including requirements gathering, configuration, product training, solution testing, and production rollout with an average cycle of 5 to 10 business days.

Complete customer facing documentation throughout the implementation process- such as meeting presentations, workbooks, sign-off agreements, etc.

Key Requirements:

Be able to speak and write Spanish fluently

Minimum of 2 years experience in an Implementation (Professional Services), Senior Support Representative or Sales Engineering, position

Call Center industry experience is highly desired

Excellent verbal and written communication skills (English + Spanish)

Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, and Call Center practices

Working knowledge of CRM and Lead Management solutions (Salesforce, RingCentral, Siebel, NetSuite, RightNow, Velocify and/or LeadMailbox) is desired

BA/BS or equivalent experience is required

Key Skills:

Must be an independent self-starter possessing excellent time management skills and be able to manage multiple implementation activities simultaneously

Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations

Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment

Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative

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 others

Working knowledge on Java and HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices

Must be strategic thinker; able to understand the ‘Big-Picture”; able to think quickly and adeptly while solving complex problems

Willing to work a permanent night shift schedule

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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.

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.