WEM Operations Analyst

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 WEM Operations Analyst position will coordinate pre-engagement processes of WFO implementations for the Project Managers.  The ideal candidate is a passionate, self-managed individual who delights customers with their project management and relationship building skills.

• Accountable for Project Initiation activity – Engage with customer prior to Project Manager assignment and project folder setup
• Administration of project from order queue to kick-off and handed over to Project Manager.
• Standardization and maintenance of standard process documentation
• Provides administrative support for the project management team and standardizes the project-related management processes.
• Support the Manager with ongoing governance activity.
• Continuous improvement of existing project management office policies and processes.
• Support Partner Enablement and strategic change initiatives
• Articulate the value of Five9’s Professional Services through presentations, demonstrations, and open discussions with customers and prospects.
• Understand client requirements and design; work with the Implementation and Support Teams to formulate Implementation Plans that meet Customers’ needs.
• Develop and execute an auditing process to review the projects of each Project Manager, ensuring adherence to proper procedures.
• Create and maintain a spreadsheet for PS Ops projects sent to a 3rd party vendor monthly and quarterly to manage revenue.
• Managing revenue recognition using DOMO based on the current month and quarter, while following up with WEM Project Managers to ensure all targets are accurate.
• Oversee communication and coordination between COE consulting teams and Project Managers to ensure all communication and changes are directed through the appropriate channels.
• Work with other PS departments by attending weekly calls related to new WFO projects and defining and prioritizing existing projects.
• Run all projects related to Optimization, add-on training, Ad-Hoc Reporting, custom work from start to finish.
• Collaborate with Business Analysts to delve deeper and generate reports that align with team initiatives.

Key Qualifications:

• Minimum of 1-2 year's experience in project related management, planning or coordination
• Experience working in a dynamic, fast past environment
• Exposure to CRM (Custom Relationship Management) and Lead Management solutions is desired
• Desire to learn how to manage multiple projects over varying complexity simultaneously while being provided training and management oversight
• Ability to work in a hybrid/remote environment
• Highly inquisitive
• Excellent verbal and written skills.
• Bachelor’s Degree in Business Administration desired  
• Willing to travel on occasion 5-10%

Key Skills:

• Strong aptitude in business process management or project management skills
• Strong aptitude and desire to become an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative.
• Leadership aptitude: Able to build collaborative relationships with management and peers; Learn how to delegate responsibilities with ease; Able to provide and receive constructive feedback and praise; Able to understand and educate others.
• Be strategic thinker; Able to recognize the ‘Big-Picture”; Able to think quickly and adeptly when solving complex problems; Exceptional with time management and organization.

This role is fully remote for candidates who reside at least 50 miles away from our San Francisco or San Ramon office locations. For candidates who reside within 50 miles of our San Francisco or San Ramon locations, this role will be Hybrid. 

#LI-Fi

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. 

Our headquarters are located in the San Francisco Bay Area with global hubs in the United Kingdom, Germany, Philippines, Portugal, and Australia. 

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.