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Joe Huffnagle

Joe Huffnagle

Sr Director Global Solutions Consulting

Five9

Buffalo/Niagara, New York Area, us

Thought leader and speaker within the cloud space. Business and technology professional with fifteen plus years of experience in cloud, network infrastructure, and Sales.

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Five9

Sr Director Global Solutions Consulting

Lead and drive activities for Sales Engineering team
Partner closely with the sales management to meet the company’s business objectives and ensure the successful sale and deployment of company solutions across all vertical industries and customer personas.
Develop, improve, and maintain the Sales Engineering organization processes to successfully meet and exceed the company’s sales goals.
Plan and manage the team resources, ensuring they are efficiently deployed to support a broad range of partner needs.
Understand and communicate technical issues and/or enhancement requests from customers back to technical support, product management and R&D.
Perform strategic win/loss analysis to optimize sales execution and drive product improvements.
Personally engage with key customers and accounts to establish relationships with senior and executive management.
Provide product and solutions training and education to sales and other areas of the company as needed.
Participate in industry events/organizations as thought leader and promote products/business solutions at conferences, forums and seminars.
Provide reporting on sales activities, customer initiatives, and product requirements
Work with cross-functional team leaders to align Sales Engineering strategy across the company

A great read on the current trends in the contact center space by Deloitte

With customer experience now a focal point, many business leaders are rethinking the role of contact centers. To meet customers’ needs, many companies are transitioning to a broader mix of service channels, exploring new technologies, and hiring and...

Rethinking customer contact centers

Five9

Director Solutions Consulting

• Assist customers in creating a multi-touch high impact environment utilizing business rules engines to drive optimal settings.
• Help customers finesse their KPI's to align better with business goals.
• Assist customers in using the most current technology to minimize effort and automate cloud performance.
• Help customers align staffing with volume forecast.
• Implement and assist with Gamification and Employee Engagement strategies.
• Coach customers and configure API's to access information in multiple CRM/ERP environments.
• Have helped many customers achieve better contact rates both inbound and outbound in contact centers.
• Utilize BI tools to show cloud pain points and how to address them leveraging cloud software.