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. 

Customer On-Boarding Trainer 

In this role you will deliver train-the-trainer training sessions within the Professional Services Customer Implementation program. This training covers foundational concepts on the use of Five9 applications as well as guidance on how to deliver end-user training. You will also own the maintenance and overall quality of the train-the-trainer materials, proactively keeping up to date with product changes. The ideal candidate will be experienced in training delivery and content creation for end-user applications such as contact center Agents and Supervisors. As a key contributor to the Education Services team, we are looking for a passionate, self-managed individual who works well cross-functionally with a cohesive team to help delight our customers and grow our business.

Location:
Manila, Manila, Philippines

Key Responsibilities:

Deliver customer onboarding training in virtual/remote environments to customer resources including customization and hand-off of train-the-trainer materials. Engage with internal project resources to understand the training needs for each customer engagement. Proactively consult with subject matter experts to stay up to date on product changes and understand customer solutions based on the Five9 products in use. Keep abreast of product developments to maintain expertise of our rapidly evolving product line. Coordinate scheduling, content needs and delivery timelines with Implementation Program Managers Build and maintain excellent relationships with key internal and external customers to ensure the highest level of customer satisfaction. Create assessments and knowledge checks for use in training materials. Continually seek opportunities to improve the customer train-the-trainer program and training materials.

Key Requirements:

Must be a poised, confident and in control communicator with experience leading classroom training. Ability to command a classroom consisting of students with a wide range to technical knowledge and experience. Excellent speaking and writing skills in English. Experience delivering train-the-trainer and/or end-user training. Must be a self-starter possessing excellent time management skills; able to manage multiple activities simultaneously with minimal oversight. Minimum 3 years of training delivery in a technology capacity. Training delivery and/or consulting in a contact/call center environment. Hands-on work with a remote training tool such as Zoom. Background in developing technical training materials for both classroom and virtual classroom delivery. Understanding of Cloud-based services, networking and internet concepts.

Preferred Qualifications:

Experience with contact center integrations such as CTI to CRM services desirable. Minimum 3 years of hands-on experience with call center technologies (ACD, CTI, IVR, IVA, etc.) and contact center practices. Understanding of Salesforce administration or reporting beneficial. Experience in eLearning development (online training programs) desired. BA/BS or higher or equivalent experience.

Company Benefits

Company stocks Annual merit increase based on performance 15% night shift differential pay Paid Leave with Cash Conversion HMO with free dependents Retirement Plan Life Insurance While on work from home setup: Internet and meal allowance are provided Employee Assistance Program for mental and social well-being Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

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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.