Job Description
Lead Consultant, CX Advisory, GTM Strategy Team
Company: Five9
Location: San Ramon, CA (On-site, Remote)
Type: Full-time
Benefits: Medical, Dental, Vision, Life, Retirement, PTO
Job Description
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.
Key Responsibilities:
- Lead strategic, client-facing CX Advisory engagements for Five9's highest-value customers and prospects.
- Engage with business executives and decision-makers to uncover CX and business priorities.
- Translate insights into actionable CX transformation roadmaps.
- Synthesize findings into clear, compelling deliverables and executive-ready presentations.
- Develop and support impact realization plans that track progress toward customer business outcomes.
- Support the continued development of the CX Advisory practice.
- Collaborate with Five9 GTM Strategy, Sales, Customer Success, and Services teams.
- Partner with cross-functional teams to influence the evolution of Five9's solution offerings.
- Mentor junior consultants and support team knowledge-sharing.
Key Qualifications:
- Education: Bachelors or Equivalent Experience Preferred
- Experience: 10+ Years Preferred (consulting, CX strategy, IVA/DVA, AI and Automation and contact center operations)
- Practical experience and leadership in digital transformation and contact center.
- Understanding and subject matter expertise in CX, digital channels, self-service, contact center operations, etc.
- Working knowledge of voice (IVA) and digital (DVA) automation preferred.
- Prior consulting experience strongly preferred.
- Finance and Healthcare vertical experience strongly preferred.
- Extensive presentation experience and skills.
- Exemplary verbal, written, and presentation skills.
- Experience using MS Office, BI Tools, collaboration platforms, and AI tools advantageous.
- Ability to Travel (25-40%)
Work Location: Remote (outside 50 mile radius of San Ramon office), Hybrid (within 50 miles, 3 days a week in office)
Salary Range: $108,500—$252,400 USD
