Senior Product Manager, CRM Integration Adapters

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. 

Job Purpose

Five9 is on a mission to deliver the New CX. As businesses serve their customers using a range of business and communications applications, Five9 integrates with these applications to ensure that the Customer Experience (CX) and User Experience (UX) is seamless across the applications. Five9 is seeking a highly skilled and dynamic Senior Product Manager for our CRM Integrations. This role involves managing a portfolio of integration adapters for Customer Relationship Management (CRM) & Customer Service Management (CSM) vendors such as Salesforce and ServiceNow.

Responsibilities 

1. Manage the assigned CRM integration adapters and live transcription (TranscriptStream) adapter-for-CRM, aligning with Five9 product strategy, executing on objectives, and managing the end-to-end lifecycle of the portfolio.
2. Formulate, validate, publish and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional primes across the company.
3. Work with the Product Teams at the CRM companies, defining an integration strategy and roadmap with each, and conducting joint product planning meetings with regular progress reviews.
4. Work with key stakeholders and contributors (internal, partner, customer) to understand customer, needs and translate them into prioritized product requirements.
5. Work closely with the Five9 Business Development Team to maintain full alignment on partner integration priorities, roadmap, and progress.
6. Utilizing the Aha and Jira applications, manage and prioritize the backlog, and convert to Epics, Features and User Stories for delivery through the Five9 Agile process.
7. Partner closely with the Engineering Team to ensure that requirements are clear, understood and prioritized, and are development, tested and delivered in-line with Five9 and industry best practices.
8. Prepare product business case analysis for new initiatives, releases and major features.
9. In close partnership with Program Management and the Go-to-Market Team, lead the products through the new product introduction process.
10. Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing.
11. Work with Engineering to ensure that CRM integration adapters are deployed to Five9 datacenters in line with Five9 global footprint and global expansion plans.
12. Understand competitor offerings and align product roadmap for differentiation and market leadership.
13. Provide product subject matter expertise in support of sales engagements, customer presentations, and partner conferences.
14. Have a hands-on approach and a willingness and aptitude to work from requirements research and definition, right through to product delivery and lifecycle management.

Experience & Capabilities

1. 5+ years in cloud software product management
2. 2 years experience in Contact Center-as-a-Service (CCaaS).
3. Knowledge and experience of working and integrating with CRM/CSM vendors such as Salesforce, ServiceNow, Microsoft, Zendesk, Oracle.
4. Proven track record of delivering innovative software solutions to market.
5. Experience of building applications to run on public cloud platforms (e.g. GCP, AWS).
6. Proven ability to collaborate cross-organization, up and down management levels, with globally distributed office locations, in both Five9, and partner organizations.

Education

1. Bachelor's degree in business or engineering fields.
2. An advanced degree in a business discipline is highly desirable.
3. A Product Management credential is essential.

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.
• Employee discounts based on needs and interests—from everyday essentials to big ticket purchases all access through our Five9 Discount Hub.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays (including a winter break in the US at the end of the year), annual 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.