Five9 - Project Manager - PMP/Prince2 Certified

What You'll Do :

As a WEM Strategic Project Manager, you will be accountable for ensuring the success of strategic customer initiatives, with a strong focus on the Verint suite.

You will :

- Lead and oversee full lifecycle delivery of strategic WEM projects, ensuring scope, timelines, and business goals are achieved.

- Provide strategic guidance to customers on best practices for maximizing value from Verint products.

- Coordinate internal and external resources including consultants, solution architects, and trainers to ensure customers receive expert support.

- Mentor and develop junior Project Managers, providing leadership and ensuring consistency in delivery standards across the team.

- Partner with stakeholders across Product, Support, Engineering, and Implementation to create and execute enterprise-level project roadmaps.

- Act as the primary executive liaison, ensuring alignment between customer leadership and Five9 executives on program vision, strategy, and outcomes.

- Ensure governance and compliance of project delivery by driving process consistency, documentation, and clear handovers.

- Manage executive-level customer communications, providing regular business reviews, risk assessments, and clear escalation management.

- Identify risks, dependencies, and scope changes early, providing proactive mitigation strategies and ensuring alignment with business outcomes.

- Drive accountability for project timelines, customer satisfaction, and measurable success metrics.

Revenue Accountability :

- Ensure strategic projects align with and contribute to Five9 revenue goals, supporting quarterly and annual commitments.

- Partner with Sales and Finance teams to identify risks to revenue recognition and proactively implement corrective actions.

- Influence customer project timelines and go-live success to ensure timely revenue recognition and sustained customer value.

- Maintain a strong focus on accelerating time-to-value for customers while protecting Five9's revenue commitments.

What You Bring :

Technical and Product Expertise :

- Required : Working knowledge of Genesis, NICE, and Five9 platforms; experience with Calabrio, CSI, or Aspect is highly desirable.

- Strong understanding of SaaS platforms, CRM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU, and enterprise contact center operations.

- Familiarity with advanced capabilities such as Performance Management, Speech/Text Analytics, and Desktop Analytics.

- Spanish-speaking skills are a plus.

Strategic Project Management Skills :

- Proven track record of managing complex, high-value strategic programs in fast-paced enterprise environments.

- Skilled in governance, scope management, and cross-functional coordination.

- Strong ability to mentor, coach, and guide junior PMs to elevate team capability.

- Demonstrated success delivering against defined KPIs such as 95 percent on-time delivery, 90 percent customer satisfaction, revenue alignment, and project milestones.

- Ability to manage executive stakeholders and influence outcomes without direct authority.

Tool Knowledge :

- Required : Proficiency in project and collaboration tools including JIRA, Monday.com, SharePoint, Smartsheet, and Salesforce.

- Required : Experience with PSA tools.

Soft Skills :

- Excellent customer service skills with a solutions-focused, professional approach.

- Strong executive presence with the ability to confidently present to and influence senior leadership.

- Exceptional communication, facilitation, and stakeholder management skills across technical and business audiences.

- Highly resilient and adaptable, with the ability to manage competing priorities under pressure.

- Strategic thinker who can align project delivery with long-term business outcomes and customer success.

- Skilled at building consensus and influencing without direct authority across global, cross-functional teams.

- Strong conflict resolution and negotiation abilities, ensuring positive outcomes in challenging situations.

- Natural collaborator who fosters trust and teamwork across internal and customer organizations.

- Proactive problem solver who anticipates roadblocks and drives creative solutions.

- Strong organizational and time management skills, balancing multiple priorities in fast-paced environments.

Qualifications :

- Verint accreditations strongly preferred, or willingness to obtain within the first 6 months.

- Equivalent years of experience may substitute for certifications.

- Project Management Professional (PMP), PRINCE2, or comparable project management certification is preferred.

- Agile or Scrum Master certifications are a plus.

Industry Experience :

- Extensive background in WEM, customer experience, and enterprise contact center environments is mandatory.

- Experience aligning enterprise WEM solutions with business outcomes and strategic revenue goals.

- Experience managing enterprise-level projects across global regions and multiple time zones.

Why Join Five9 :

- Remote-first role with exposure to high-profile enterprise customers.

- Continuous learning with access to training, certifications, and cross-platform expertise.

- Collaborative, high-performance culture where your expertise directly impacts customer success.