Technical Account Manager

About the role

We are looking for a Technical Account Manager to join Five9’s Technical Account Management team in Manila. The role focuses on delivering customized cloud contact‑center solutions, acting as a trusted advisor, and ensuring high customer satisfaction.

Key responsibilities

• Provide account, project, and technical consulting for clients enrolled in TSM & TAM services.
• Build trusted advisor relationships, understand business needs, and propose platform optimizations.
• Deliver presentations, demos, and training to help clients self‑manage Five9 products.
• Support and troubleshoot technical issues, manage service interruptions, and communicate root‑cause analyses.
• Coordinate with internal teams to drive continuous improvement and keep clients informed of platform changes.

Required profile

• Minimum 3+ years in consulting, project management, or software support roles.
• Bachelor’s degree in a technical field or equivalent certifications.
• Willingness to travel to client sites and work outside standard business hours.
• Excellent verbal and written communication skills.

Required skills

• Strong knowledge of networking protocols (TCP/IP, SIP, FTP/SFTP, OSI Model).
• Experience with call‑center solutions such as Five9, Cisco, Avaya, and related telephony technologies (PBX, ACD, CTI, VoIP, IVR, Dialers).
• Proficiency in Microsoft Office suite (Excel, Word, PowerPoint, Visio).
• Familiarity with network troubleshooting tools (Wireshark, Pathview) and basic API/HTML/JavaScript.

What we offer

• Company stocks and annual merit increases.
• Night‑shift differential pay, paid leave with cash conversion, and government‑mandated benefits.
• Health (HMO), retirement plan, life insurance, and employee assistance program.
• Work‑from‑home allowances for internet and meals.