Account Manager

Summary

Join Vonage and contribute to innovating cloud communications for businesses globally. As an Account Manager focused on Contact Centers, you will cultivate strong relationships with enterprise clients, negotiate complex renewals, and ensure they fully utilize Vonage Contact Center (VCC) solutions. This role involves owning strategic accounts, leading renewal negotiations, and collaborating with various teams to guarantee seamless customer experiences. You will also identify opportunities for account growth and expansion by recommending enhancements or upsells within the VCC product suite. Furthermore, you will collaborate internally to deliver exceptional service and share customer insights to influence go-to-market strategies. This position requires expertise in Contact Center technologies and a proven track record in negotiating renewals and expanding enterprise accounts.

Requirements

• Expertise in Contact Center technologies and trends, including cloud platforms like Vonage Contact Center, Genesys, NICE, or Five9
• Strong track record negotiating renewals and expanding enterprise-level accounts
• Knowledge of UCaaS, CCaaS, VoIP, and CRM systems (e.g., Salesforce)
• Excellent communication, relationship-building, and problem-solving skills
• Build trust and credibility with technical and executive-level stakeholders
• Manage complex projects and competing priorities in a fast-paced environment
• Deliver tailored, consultative account strategies that align to customer goals
• Collaborate effectively across functions to drive results
• 3+ years of experience in account management or solution selling, preferably in Contact Center, cloud communications, or SaaS

Responsibilities

• Take ownership of strategic customer accounts with a strong focus on Contact Center solutions across various industries and segments
• Lead renewal negotiations with a proactive, value-driven approach—ensuring long-term retention, revenue stability, and customer satisfaction
• Build relationships with both technical stakeholders and senior executives to understand their contact center infrastructure, KPIs, and evolving service expectations
• Serve as the primary point of contact for your accounts, coordinating with support, implementation, and product teams to ensure a seamless customer experience
• Identify risks to account health early and take swift, strategic action to address concerns and maintain service continuity
• Track and document renewal status, escalations, and solution alignment efforts to support internal visibility and planning
• Leverage account insights to recommend enhancements or upsells within the VCC product suite—such as AI features, workforce management, CRM integrations, and omnichannel tools
• Execute outreach and engagement strategies tailored to customer needs, usage patterns, and business cycles
• Partner with cross-functional teams to position new capabilities that address client priorities and drive incremental revenue
• Advocate for customer needs internally and help shape product development based on real-world use cases and feedback
• Coordinate with internal teams to deliver best-in-class service for Contact Center accounts
• Influence go-to-market strategies and messaging by sharing customer insight with product, marketing, and leadership teams
• Support peers by sharing best practices and strategic guidance related to VCC renewals and expansion efforts

Preferred Qualifications

Bachelor’s degree in business communications, or a related field preferred but not required

Benefits

• Competitive compensation
• Unlimited discretionary time off