Customer Success Operations Engineer
at Five9
Manila, Philippines (Hybrid)
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.
Customer Success Operations Engineer
Job Description: Customer Success Operations Engineer
A Customer Success Operations Engineer is primarily responsible for managing Five9 customer communication. The position entails coordination and communication of any and all Maintenance activities warranting Customer Success participation including but is not limited to New Version Releases, Software Patches, and Feature Enabling. The team is also primarily in charge of sending communication regarding Service and or Outage Alerts.
Responsibilities:
- Assist in communication and coordination to customer contact roles or points of contact from initiation to implementation of operations (product/service) in the Five9 System.
- Internal coordination within CS to Support off-hours/Maintenance activities.
- Assist the team with managing the accuracy of customer lists in various forms to support all related Customer Success Maintenance Team and other communication
- Assist in sending communication to customers regarding Service and or Outage Alerts
- Assist in disseminating communication to internal groups regarding Service and or Outage Alerts
- Assist in drafting the Root Cause Analysis (RCA)
- Tracking and communicating projects progress
- Assists in overseeing project implementation
- Participate in Customer Success Maintenance Team scheduled or requested activities
- With the exposure to communicating and interacting with business leaders on our customers' organization, the candidate should consistently and proactively identify, anticipate, and meet individual customer's needs and expectations.
- Other ad hoc duties/tasks as assigned by management
Qualifications:
The candidate must:
- Have excellent technical skills
- Be Knowledgeable of process-related standards
- Be an analytical thinker with interpersonal skills
- Have working experience in a call center environment.
- Have experience or working knowledge of Jira or change management tools.
- Be willing to work extended hours and even during weekends.
- Be excellent in written and oral communication.
- Have strong regard for providing quality results on time as an individual or behalf of the group.
- Have the behavioral competence of accurately prioritizing work to achieve optimal results.
- Be expected to learn and properly utilize all the internal tools used by the Customer Success Maintenance Team (i.e. – SAT Tool, SFDC, MS OFFICE apps, Five9 apps)
Company Benefits
- Company stocks
- Annual merit increase based on performance
- 15% night shift differential pay
- Paid Leave with Cash Conversion
- HMO with free dependents
- Retirement Plan
- Life Insurance
- While on work from home setup: Internet and meal allowance are provided
- Employee Assistance Program for mental and social well-being
- Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)
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.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.