Technical Account Manager

About the role

Five9 is seeking a Technical Account Manager to join the Technical Account Management team and play a critical role in supporting enterprise clients by creating customized solutions designed to meet client requirements and ensure a high level of customer satisfaction. The ideal candidate brings a senior professional background in contact centers and has excelled in account management, project management, and functional or technical consulting. This role requires a strategic partner who lives the values of collaboration, innovation, and trust to help clients fully leverage the Five9 platform. You will own end to end client relationships and act as the primary trusted advisor for complex initiatives. Your work will directly influence customer retention, expansion, and long term success within the Five9 ecosystem.

Key facts

What you'll do

• Provide comprehensive account management, project management, and technical consulting to Five9 clients who have enrolled in TSM & TAM Services.
• Partner with clients to build and maintain a Trusted Advisor relationship by deeply understanding their business needs and proposing targeted recommendations to optimize the Five9 platform.
• Articulate the value of Five9's services, products, and concepts through compelling presentations, live demonstrations, and open discussions with client stakeholders.
• Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient and maximize their investment.
• Directly support and troubleshoot technical issues as they arise, working closely with engineering and support teams when needed.
• Manage service interruptions that could impact client business operations, performing root cause analysis and clearly communicating next steps to clients and internal teams.
• Keep clients fully informed of any and all issues that could potentially impact Five9's platform, including routine maintenance, patches, software product changes, and new releases.
• Partner closely with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
• Provide customer support case oversight and deliver regular status updates to both internal management and clients.
• Adopt a proactive mindset to anticipate client needs and mitigate service and operational issues before they escalate.
• Collaborate with solution engineering and product teams to design and validate solutions that align with client business objectives.
• Document technical configurations, processes, and workflows to ensure clarity, repeatability, and knowledge transfer.
• Monitor client health metrics and usage data to identify opportunities for optimization and expansion within existing deployments.
• Represent Five9 in external meetings and communications, maintaining a professional and consultative presence at all times.

Requirements

• Bring 3 5 years of related experience in a consulting or project management role, with a strong track record of delivering results in complex environments.
• Include 3 years in a software support role where you have handled technical escalations and provided timely resolutions.
• Demonstrate solid technical knowledge of networking theories and protocols such as TCP/IP, SIP, FTP/SFTP, and the OSI Model.
• Show in depth knowledge of one or more call center solutions such as Five9, Genesis, Cisco, Nuance, TuVox, Avaya, Aspect, Nortel, Interactive Intelligence, Siebel Call Center, or CosmoCom.
• Have hands on experience with technical writing and documentation to clearly convey complex information to diverse audiences.
• Possess experience with contact center objectives, methodologies, tools, and operations, including reporting and key performance indicators.
• Show working knowledge of PBX, ACD, CTI, VoIP, IVR, dialers, and other telephony applications that drive customer interactions.
• Exhibit strong project management and client facing skills, including proficiency with Microsoft Office products such as Excel, Word, PowerPoint, and Visio.
• Willingly travel to client sites as required and remain flexible to work outside standard business hours when business needs demand it.
• Communicate with excellent verbal and written skills, ensuring clarity and professionalism in all interactions.
• Operate effectively as a team player and self starter, managing multiple priorities and strict deadlines without compromising quality.
• Hold a Bachelor's degree in a technical field and or comparable industry certifications and experience that demonstrate subject matter expertise.

Nice to have

• Understanding of quality monitoring tools and workforce management software such as NICE, IEX, Authority Software, and similar platforms.

Practical notes

This role may require travel to client sites on an as needed basis, and occasional work outside standard business hours may be necessary to support critical issues or deployments.