Customer Retention Manager Five9
THIS JOB HAS EXPIRED
Overview of Job Function:
The Customer Retention Manager will play a key role in managing a team responsible for Escalation Account Management, Credit processing and RFO processing. The ideal candidate will have been in a Support Leadership role and is exceptional at creating, documenting and implementing process / procedure.
Principal Duties and Essential Responsibilities:
Manage Escalation Account Management team members who are responsible for handling site escalations.
Manage the (RFO) Reason for Outage process.
Manage the Credit Request process.
Manage the closed loop Customer Satisfaction process.
Partner with Customers to optimize the Five9 call center software solution.
Continually seek opportunities to increase customer satisfaction and strengthen client relationships by interacting effectively at all levels of the client organization.
Proactively do trend analysis in an attempt to offer preventative solutions and eliminate recurring problems.
Will be cognizant of all known service outages and will maintain awareness of all maintenance / software product changes that could impact customers.
Will work cross functionally in a customer facing capacity, and coordinate with internal organizations with Five9.
Work within a 24x7x365 support environment.
Job requirements are subject to change based on management discretion.
10-12 years of related experience, with a minimum of 3-5 years in Software Support Management.
BA/BS or equivalent experience.
Knowledge of PBX, ACD, CTI, VoIP and IVR applications.
Excellent verbal and written communication skills.
Self-starter possessing excellent time management skills with the ability to manage multiple projects as well as a team.
Project management skills.
Functional knowledge of Salesforce / Front Range CRM?s or conceptual knowledge of CRM?s.
Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.).
Willingness to travel.
Willingness to work varied hours.
Experience working across cultures.
Knowledge of contact center operations.
Experience in technical writing and documentation.
Understanding of Contact Center concepts and software like Performance Management, Workforce Management, Knowledge Management, Quality Monitoring, etc.
Experience with SaaS model and applications a plus.
Knowledge of Networking theories and protocols such as TCP/IP and the OSI Model.
||San Ramon, CA |
THIS JOB HAS EXPIRED