Associate Customer Success Manager - Five9

Associate Customer Success Manager

At Five9, we are on a mission to revolutionize customer experiences through cutting-edge cloud-based contact center software. We put the customer at the heart of everything we do, and our Associate Customer Success Manager play a critical role in ensuring our clients achieve success and satisfaction with our products and services. 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. Role Overview: As an Associate Customer Success Manager at Five9, you will serve as a trusted advocate and partner for our customers. Your primary focus will be ensuring customer success by fostering strong relationships, addressing needs proactively, and delivering exceptional service. You will collaborate across teams to ensure customers not only achieve their goals but experience ongoing value from our solutions.

Key Responsibilities:

• Customer-Obsessed Order Processing & Support: Deliver a seamless and positive experience by processing orders efficiently and addressing day-to-day inquiries with responsiveness and professionalism. 
• Proactive Renewal Management: Take ownership of the renewal process for assigned accounts, ensuring a smooth and timely renewal journey 
• Lifecycle Engagement: Build connections with customers and be their advocate throughout their lifecycle. 
• Cross-Functional Collaboration: Act as the customer’s voice within Five9, collaborating across internal teams to ensure that customer needs are prioritized and met. 
• Delivering Customer-Centric Solutions: Ensure the timely and accurate delivery of our products and services, tailored to meet customer goals. 
• Be a Trusted Advisor: Use your deep understanding of Five9’s products, services, and support processes to serve as a strategic advisor to customers. Help them unlock the full value of our solutions and navigate any challenges along the way. 
• Churn Prevention: Proactively identify potential risks that could impact customer satisfaction or retention and collaborate with customers to resolve 
• Resolve High-Severity Issues: When challenges arise, be the first point of contact for high-severity requests or escalations. You’ll quickly assess the situation and leverage internal resources to resolve issues swiftly, ensuring minimal disruption to the customer

Key Qualification:

• Customer-Centric Mindset: You have a passion for helping customers succeed and go the extra mile to ensure their satisfaction. 
• Strong Communicator: You excel in clear and empathetic communication, both with customers and cross-functional teams. 
• Proactive Problem Solver: You are skilled at identifying potential challenges before they become issues and work quickly to find solutions. 
• Team-Oriented: You understand the importance of collaboration and thrive when working with cross-functional teams to meet shared goals while being self-directed and self-motivated. 
• Detail-Oriented: You are meticulous in your work, ensuring that all customer interactions are handled with care and precision. 
• Experience in Customer Success, Account Management, Business Development, or another client-facing role preferred 
• BA/BS degree or higher

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, 13^th month pay, Solo parent leave, Special leave for women)

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