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May

Customer Success Specialist - Inference

Five9 - Melbourne, VIC

IT
Source: uWorkin

JOB DESCRIPTION

Customer Success Specialist- Inference

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. At Five9, we are focused on delivering the industry’s most modern cloud portfolio for contact center automation. Five9’s acquisition of Inference is the latest, exciting step in the execution of this strategy. Inference’s platform brings the power of advanced IVA-driven automation to companies of every size, technology which was previously only available to the world’s largest organizations.

To compliment our rapid growth the Customer Success Specialist will join our Inference team responsible for creating customer and partner success by on-boarding, training and managing professional services implementation from first engagement. Once implemented, the team provides direct support, consultancy, ongoing product training and advocacy to ensure customers achieve value from the Inference services and drive retention, renewal and growth outcomes. You’ll identify our customer’s business problems and through understanding Inference’s technology help realize customer value with smooth adoption of Inference services, implementation of customers solutions and ongoing support and service delivery.

Within Inference’s channel model, this role works both directly with customers as well as with Partner Account Managers and support teams. The team blends Inference application expertise and solution development capability, a passion for solving customer issues and communicating customer solutions, data analysis and data driven decision making and collaboration with partner support teams

Location: Melbourne, Australia

Responsibilities

  • Manage the day-to-day operational and tactical aspects of multiple customer services issues and escalations; effectively communicate plans, progress and status both internally and to Customer organization
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships by interacting effectively at all levels of the client organization
  • Develop materials in-line with the specific services opportunity and customer on-boarding requirements
  • Implement, troubleshoot, and support the Inference software solutions in a wide array of configurations remotely
  • Train new customers on maximizing the value of the Inference Platform


Requirements
  • Demonstrated experience in customer facing roles
  • Ability to directly close customer and partner support issues as well as manage escalations to other teams
  • 2+ years experience in one of customer success, support or professional services delivery background a bonus.
  • Experience with Contact Centre, IVR, Virtual Agents, VoIP and telecommunications service providers is advantageous
  • Strong analytical and fault-finding skills and an ability to work under pressure within major incidents
  • A can-do attitude and willingness to roll up your sleeves to get things done
  • Strong teamwork in a follow-the-sun support model
  • One or more of the following skills: ITIL experience in a customer support role; rapid application development and familiarity with software development lifecycle; Information Technology training and documentation; customer success account management


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.