Account Strategy Director – Net New

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. 

The Account Strategy Director (ASD) plays a critical role in deepening Five9’s relationships with existing customers, ensuring continued success and expansion through the Winning by Design Framework. Embedded within the sales teams, the ASD drives adoption and optimization of Five9’s solutions, helping customers achieve their evolving business outcomes. 

This role is responsible for maximizing account value, uncovering expansion opportunities, and fostering long-term strategic partnerships. By leveraging Winning by Design methodologies and customer-centric engagement frameworks, the ASD collaborates cross-functionally to develop tailored strategies focused on customer onboarding, retention and expansion, to enhance revenue growth and client loyalty within existing accounts enhancing the Five9 ecosystem.
 
Key Responsibilities:

Account Strategy Development and Execution
•    Partner with Regional Vice Presidents of Majors and Enterprise Sales (RVPs) Net New Sales to define and execute account-specific strategies that address customer goals and business outcomes.
•    Conduct in-depth research to tailor custom value propositions, presentations, and business cases targeting key decision-makers within high-value accounts.
•    Align internal teams (Sales Impact, Solution Consultants, Professional Services, Marketing, and CX Advisory) to deliver holistic solutions.

Sales Cycle Management
•    Lead opportunity planning and management through all stages of the sales cycle, ensuring timely progression and optimal resource allocation.
•    Identify and mitigate roadblocks in collaboration with cross-functional teams to accelerate deal velocity.
•    Oversee customer engagements to ensure seamless execution, from initial discovery through contracting and implementation.

Cross-Functional Collaboration and Product Alignment
•    Act as a strategic member of the Sales Strategy team to provide field-based feedback and success criteria between Sales, Product, and Services teams, ensuring customer feedback is integrated into product development and roadmaps.
•    Contribute to the Sales Strategy team as we collaborate with Marketing to develop account-based campaigns and targeted messaging that resonate with key stakeholders within accounts.
•    Facilitate the Winning by Design SPICED framework adoption across internal teams to ensure structured, customer-focused engagement.

Performance Measurement and Continuous Improvement
•    Monitor the pipeline and key performance indicators (KPIs) including win rates, deal velocity, revenue growth, and customer retention.
•    Work with the RVPs to conduct post-win/loss reviews and continuously refine account strategies based on sales outcomes and customer feedback.
•    Manage CRM data and dashboards to ensure accurate reporting and insights for leadership.

Key Competencies:
•    Strong expertise in Account-Based Selling (ABS) and managing complex enterprise-level sales cycles.
•    Proven ability to develop tailored customer-centric business cases and align them with Five9’s technology solutions.
•    Excellent relationship-building skills, with a track record of engaging senior stakeholders and driving consensus.
•    Analytical and data-driven mindset with experience in opportunity planning and project management.
•    Strong collaboration skills with experience working across Sales, Marketing, Product, and Customer Success teams.

Technical and Strategic Sales Skills
•    Account-Based Selling (ABS): Experience and strong expertise in ABS, especially in managing complex enterprise-level sales cycles.
•    Opportunity Planning and Sales Cycle Management: Ability to lead and execute strategic account planning, guiding opportunities through all stages of the sales process.
•    Winning by Design SPICED Framework: Familiarity with this structured, customer-focused engagement model is a significant advantage.
Collaboration and Cross-Functional Coordination
•    Cross-Functional Collaboration: Proven ability to work closely with departments such as Sales, Marketing, Product, and Customer Success teams.
•    Stakeholder Engagement: Effective relationship-building with senior decision-makers, driving alignment and consensus across departments.
•    Product Alignment: Experience in acting as a bridge between Sales, Product, and Services to integrate customer feedback into product development.
Analytical and Data-Driven Approach
•    Data-Driven Decision Making: Strong analytical mindset with proficiency in opportunity analysis, KPI tracking, and CRM tools.
•    Performance Monitoring: Ability to measure and report key performance indicators like win rates, revenue growth, deal velocity, and customer retention.
Business and Financial Acumen
•    Tailored Value Propositions and Business Cases: Expertise in deploying customized propositions and business cases aligned with customer needs and Five9’s solutions.
•    Customer-Centric Solutions: Ensuring that all strategies and solutions focus on delivering measurable business outcomes for clients.
Leadership and Continuous Improvement
•    Project and Resource Management: Competency in managing resources effectively to ensure timely progression through the sales pipeline.
•    Continuous Improvement: Experience in conducting post-win/loss reviews to refine strategies and improve performance over time.
Project Management
•    Planning and Execution: Define clear objectives, timelines, and milestones for implementing changes.
•    Cross-Functional Coordination: Work closely with marketing, customer support, and product teams to ensure alignment.

Ideal Candidate Requirements:
•    8+ years of experience in Account Strategy, Enterprise Sales, or Strategic Account Management, preferably within SaaS or technology sectors.
•    Proven success in managing high-value B2B accounts and driving revenue growth through tailored sales strategies.
•    Experience collaborating across departments (Sales, Marketing, Product, and Services) to execute strategic plans.
•    Knowledge of Winning by Design methodologies and experience implementing structured frameworks for growth.
•    Proficiency in CRM tools, analytics, and developing actionable insights for continuous improvement.

Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office.  For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office. 

As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process.  Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.

Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.

Our total reward package also includes:

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.

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.