Senior Product Manager, CRM Integration Adapters

Job Purpose

Five9 is on a mission to deliver the New CX. As businesses serve their customers using a range of business and communications applications, Five9 integrates with these applications to ensure that the Customer Experience (CX) and User Experience (UX) is seamless across the applications. Five9 is seeking a highly skilled and dynamic Senior Product Manager for our CRM Integrations. This role involves managing a portfolio of integration adapters for Customer Relationship Management (CRM) & Customer Service Management (CSM) vendors such as Salesforce and ServiceNow.

This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.

Responsibilities 

1. Manage the assigned CRM integration adapters and live transcription (TranscriptStream) adapter-for-CRM, aligning with Five9 product strategy, executing on objectives, and managing the end-to-end lifecycle of the portfolio.
2. Formulate, validate, publish and maintain the Product Roadmap in collaboration and consultation with the broader Product Team and with key functional primes across the company.
3. Work with the Product Teams at the CRM companies, defining an integration strategy and roadmap with each, and conducting joint product planning meetings with regular progress reviews.
4. Work with key stakeholders and contributors (internal, partner, customer) to understand customer, needs and translate them into prioritized product requirements.
5. Work closely with the Five9 Business Development Team to maintain full alignment on partner integration priorities, roadmap, and progress.
6. Utilizing the Aha and Jira applications, manage and prioritize the backlog, and convert to Epics, Features and User Stories for delivery through the Five9 Agile process.
7. Partner closely with the Engineering Team to ensure that requirements are clear, understood and prioritized, and are development, tested and delivered in-line with Five9 and industry best practices.
8. Prepare product business case analysis for new initiatives, releases and major features.
9. In close partnership with Program Management and the Go-to-Market Team, lead the products through the new product introduction process.
10. Work with Product Marketing and Sales Readiness to develop the product positioning, value proposition and pricing.
11. Work with Engineering to ensure that CRM integration adapters are deployed to Five9 datacenters in line with Five9 global footprint and global expansion plans.
12. Understand competitor offerings and align product roadmap for differentiation and market leadership.
13. Provide product subject matter expertise in support of sales engagements, customer presentations, and partner conferences.
14. Have a hands-on approach and a willingness and aptitude to work from requirements research and definition, right through to product delivery and lifecycle management.

Experience & Capabilities

1. 5+ years in cloud software product management
2. 2 years experience in Contact Center-as-a-Service (CCaaS).
3. Knowledge and experience of working and integrating with CRM/CSM vendors such as Salesforce, ServiceNow, Microsoft, Zendesk, Oracle.
4. Proven track record of delivering innovative software solutions to market.
5. Experience of building applications to run on public cloud platforms (e.g. GCP, AWS).
6. Proven ability to collaborate cross-organization, up and down management levels, with globally distributed office locations, in both Five9, and partner organizations.

Education

1. Bachelor's degree in business or engineering fields.
2. An advanced degree in a business discipline is highly desirable.
3. A Product Management credential is essential.