Partner Enablement Lead

Há 6 dias

Porto, Portugal Five9 Tempo inteiro

Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results.

We are driven by a passion to transform contact centers into customer engagement centers of excellence. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud.

To facilitate our continued rapid growth, Five9 is seeking a Partner Enablement Lead to enhance the alignment between Five9 and our most strategic partners. This is a strategic position within the Professional Services organization and will report directly to our Director, Partner Enablement. As a key contributor in our ability to deliver customer value at speed and scale, we are looking for a highly motivated, self-managed individual who can work with cross-functional teams to expand our partner's capabilities.

A few major focus areas of this role are:

- Alignment with strategic Five9 implementation partners to report on project updates, requested technical assistance, training needs, and key initiatives to expand their Five9 delivery practice
- Drive successful partner implementation services through procedural guidance and support
- Identify gaps in partner skills and processes needed to successfully deploy Five9 products
- Work with Partner Enablement Team to enhance Five9 processes to meet critical partner requirements

**Key Responsibilities**
- Manage day-to-day operational aspects of multiple strategic Five9 partners:

- Serve as primary Five9 point of contact for partner initiatives
- Work with Five9 Channel Team to understand the vision for growth of partner successes
- Run weekly partner project status meetings with implementation teams to assess health of partner program
- Assist with partner escalations related to project implementations
- Articulate the value of Five9's Professional Services methodology and help partners determine which processes can be modified for use within their own services organization
- Continually seek opportunities to increase partner satisfaction and deepen partner relationships by interacting effectively at all levels of the partner organization.
- Develop materials for use by internal and partner resources to continue to drive excitement around each partnership
- Work with Partner Enablement Team when partners uncover customer use cases that require product enhancements

**Key Skills**
- Minumum 3 years in Professional Services Implementation, Technical Account Manager, or Sales Engineering position - Unified Communications or Call Centre industry experience is required.
- Experience with managing multiple projects across multiple customers simultaneously while requiring little or no oversight and/or direction
- Experience developing processes focused on continuous improvement of the delivery of professional services
- Experience managing implementations of Five9, TDM and/or VOIP Call Centre solutions (Genesys, Avaya, Cisco, Aspect, LiveOps, InContact, and/or Interactive Intelligence) is highly desired
- Required to be fluent (oral and written) in Spanish
- Up to 50% national and international travel
- BA/BS or equivalent experience is required

**Desired Skills**
- Must possess a strong combination of project management skills, technical unified communications or call centre expertise, and client development.
- Must be an expert at developing and maintaining positive and productive relationships with partners; impeccable communication skills and ability to understand partners' needs is imperative.
- Must be a natural leader: Able to build collaborative relationships with partners and peers; Able to delegate responsibilities with ease; Able to provide constructive feedback and praise; Able to understand and educate others.
- Strong knowledge of SaaS, Networking, Internet concepts, CRM, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Centre practices - Experience with NICE Monitoring and IEX WFM are a plus.
- Must be strategic thinker; Able to understand the 'Big-Picture"; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and 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 San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia.

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