Five9 Partner Success Managers are passionate advocates for our Partners and their ability to deliver a world-class Day 2 experience for their customers. We genuinely care about our partners and view their success as our own.
We expect our team to demonstrate leadership and execute with a high degree of autonomy, sharing insights early and often with stakeholders. In this fast-paced role you’ll need to be flexible and learn quickly while managing competing priorities and documenting the success plan carefully.
Partner-centric Focus:
- Develop and maintain strong, long-lasting partner relationships by becoming a trusted advisor to a dedicated portfolio of clients by establishing and maintaining regular communication with your portfolio (remote and in person).
- Collaborate with partners to define and track key performance metrics and ensure they are meeting their overall business objectives.
- Leverage knowledge of each partner account to develop and maintain account-specific Success Plans
- Provide regular updates, reporting, and periodic business reviews to Partners and Five9 leadership on partner success outcomes and engagement.
- Identify and address any potential issues or risks that may impact Partner satisfaction or end-customer retention.
Strategic Thinking:
- Understand Partner business goals and challenges to align solutions that drive success and value for the partner.
- Proactively identify and address partner issues or concerns and provide effective solutions.
- Use data and analytics to track and measure partner success metrics and evaluate/present business outcomes.
- Get ahead of risk by seeing around corners when possible; create strategies to mitigate risk after analyzing root cause.
Cross-functional Collaboration:
- Partner Success must build strong bridges across our mutual teams and resources; work closely with internal teams including Support, Professional Services, Customer Success, Channel Sales, and Account Management as well as corresponding partner teams to ensure satisfaction and retention.
- Maintain a view of risk and renewals by coordinating an open exchange of information between relevant Five9 and partner teams to cultivate a focus on customer retention.
Key Qualifications:
- Bachelor's degree in a related field or 8 years of equivalent work experience
- Proven experience in customer success, account management, or a related role.
- Experience in SaaS, preferably in CCaaS.
- Possess a growth mindset and exhibit eagerness to strive for lofty goals.
- Experience navigating the landscape of enterprise organizations to develop and expand relationships.
- Adept at identifying trends, risks and opportunities.
- Experienced in building actionable success plans with an uncommonly keen eye for prioritization.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Must be self-directed and self-motivated.
- Proven ability to manage multiple projects at a time while paying strict attention to details.
- Ability to work in a fast-paced and dynamic environment.
- CRM and customer success management software experience is preferred.
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