Account Strategy Director – Net New

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. 

The Account Strategy Director (ASD) plays a critical role in deepening Five9’s relationships with existing customers, ensuring continued success and expansion through the Winning by Design Framework. Embedded within the sales teams, the ASD drives adoption and optimization of Five9’s solutions, helping customers achieve their evolving business outcomes. 

This role is responsible for maximizing account value, uncovering expansion opportunities, and fostering long-term strategic partnerships. By leveraging Winning by Design methodologies and customer-centric engagement frameworks, the ASD collaborates cross-functionally to develop tailored strategies focused on customer onboarding, retention and expansion, to enhance revenue growth and client loyalty within existing accounts enhancing the Five9 ecosystem.
 
Key Responsibilities:

Account Strategy Development and Execution
•    Partner with Regional Vice Presidents of Majors and Enterprise Sales (RVPs) Net New Sales to define and execute account-specific strategies that address customer goals and business outcomes.
•    Conduct in-depth research to tailor custom value propositions, presentations, and business cases targeting key decision-makers within high-value accounts.
•    Align internal teams (Sales Impact, Solution Consultants, Professional Services, Marketing, and CX Advisory) to deliver holistic solutions.

Sales Cycle Management
•    Lead opportunity planning and management through all stages of the sales cycle, ensuring timely progression and optimal resource allocation.
•    Identify and mitigate roadblocks in collaboration with cross-functional teams to accelerate deal velocity.
•    Oversee customer engagements to ensure seamless execution, from initial discovery through contracting and implementation.

Cross-Functional Collaboration and Product Alignment
•    Act as a strategic member of the Sales Strategy team to provide field-based feedback and success criteria between Sales, Product, and Services teams, ensuring customer feedback is integrated into product development and roadmaps.
•    Contribute to the Sales Strategy team as we collaborate with Marketing to develop account-based campaigns and targeted messaging that resonate with key stakeholders within accounts.
•    Facilitate the Winning by Design SPICED framework adoption across internal teams to ensure structured, customer-focused engagement.

Performance Measurement and Continuous Improvement
•    Monitor the pipeline and key performance indicators (KPIs) including win rates, deal velocity, revenue growth, and customer retention.
•    Work with the RVPs to conduct post-win/loss reviews and continuously refine account strategies based on sales outcomes and customer feedback.
•    Manage CRM data and dashboards to ensure accurate reporting and insights for leadership.

Key Competencies:
•    Strong expertise in Account-Based Selling (ABS) and managing complex enterprise-level sales cycles.
•    Proven ability to develop tailored customer-centric business cases and align them with Five9’s technology solutions.
•    Excellent relationship-building skills, with a track record of engaging senior stakeholders and driving consensus.
•    Analytical and data-driven mindset with experience in opportunity planning and project management.
•    Strong collaboration skills with experience working across Sales, Marketing, Product, and Customer Success teams.

Technical and Strategic Sales Skills
•    Account-Based Selling (ABS): Experience and strong expertise in ABS, especially in managing complex enterprise-level sales cycles.
•    Opportunity Planning and Sales Cycle Management: Ability to lead and execute strategic account planning, guiding opportunities through all stages of the sales process.
•    Winning by Design SPICED Framework: Familiarity with this structured, customer-focused engagement model is a significant advantage.
Collaboration and Cross-Functional Coordination
•    Cross-Functional Collaboration: Proven ability to work closely with departments such as Sales, Marketing, Product, and Customer Success teams.
•    Stakeholder Engagement: Effective relationship-building with senior decision-makers, driving alignment and consensus across departments.
•    Product Alignment: Experience in acting as a bridge between Sales, Product, and Services to integrate customer feedback into product devel