Vonage is hiring a
Customer Solutions Manager

Summary

Join Vonage as a Customer Solutions Manager and foster lasting relationships with valued customers, collaborating with sales, solution architects, and engineers to deliver innovative communication solutions.

Requirements

• A robust customer-centric mindset and approach - making customers happy excites you
• Proven experience working in a customer relationship management or customer facing account management role, with a technical customer base and both corporate IT projects and processes
• Experience in project or program management, with a track record of consistently driving successful customer projects and programs
• A tech savvy mind, with a good understanding of the trends driving innovation in technology (particularly in mobile, cloud, and consumer areas)
• Demonstrated competency in voice technologies including SIP signaling, call flow analysis, capacity analysis and planning and programmable voice
• An understanding of how Professional Services / Customer Success teams operate
• Detail oriented with excellent account management, time management, and problem solving skills
• Exceptional written and verbal communication skills, with a high-level of professionalism
• Availability for regional travel (<5% of time) and the flexibility to work outside regular regional business hours when the need arises (10% of time)
• Previous experience in using CRM systems (i.e. Salesforce), reporting/analytic systems (i.e. Tableau), and familiarity using general productivity tools (i.e. G suite, Confluence, and Jira)

Responsibilities

• Form strong relationships with customers to keep them fully engaged and supported throughout their relationship with Vonage, liaising with both a technical and business focused audience
• Be the Voice of the Customer - identify and quantify the key factors for customer success, then communicate them effectively to drive the solutions provided by Vonage and develop a plan to meet said criteria based on regularly cadenced communications with your customer (Quarterly Business Reviews [QBRs], quality reviews, feature deployments, etc.)
• Provide business, technical, and product knowledge
• Develop and execute effective success plans to drive customer outcomes
• Educate customers on how existing and new product features/functionalities will contribute to the growth of their business, bringing relevant internal stakeholders as needed
• Organize and lead on-boarding sessions with internal teams and customers
• Advise customers on how to get the most out of their solution to scale their business using Vonage’s different features and services
• Understand and anticipate customers’ needs and goals; track customer progress against goals and report proactively on the health of their using Vonage’s APIs
• Monitor account performance and identify upsell and cross-sell opportunities
• Drive revenue growth by demonstrating value to your customer and identifying both up-sell and cross-sell opportunities for the account manager
• Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact
• Help to resolve complex technical issues in a timely manner
• Engage with a number of accounts simultaneously. This requires strong time management, organizational, and priority setting abilities
• Gather customer feedback related to product, ecosystem, and vertical requirements, as well as future customer roadmap objectives
• Aide in the prioritizing of product roadmaps by informing product management of customer needs and the evolving landscape observed in the business verticals you support
• Review customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashion
• Proactively manage customer communication, through platform maintenance and disruption, ensuring they are fully informed with a high-touch approach
• Help drive customer participation in marketing opportunities such as case studies, newsletters, blogs, webinars, and speaker opportunities
• Work with cross functional teams, broadening your career experience and horizons
• Develop a plan with the Account Management team to increase the penetration at your Key Customers, improving customer retention and providing better upper management visibility
• Be innovative and make a positive impact on your customers, your team, and the company

Preferred Qualifications

• Experience in all things CPaaS: Voice (VoiP), Video (WebRTC), Messaging (SMS, MMS, Social, and business channels such as WhatsApp, FB, and Viber), with an emphasis on Voice
• The ability to be self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
• Pragmatic, realistic, and able to build strong internal working relationships to support customer delivery requirements
• Confidence and patience in face-to-face customer engagement, as well as the ability to lead internal and external meetings
• Exceptional collaboration and teamwork skills
• Instill trust and loyalty into your customer
• Positive, proactive, and solution oriented attitude in everything you do
• A highly quantitative approach to understanding, measuring, and forecasting both customer behavior and revenue
• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field
• Intellectual curiosity with a strong interest in evolving technology
• Sense of humor, ability to empathize with customers, etc

Benefits

• Medical, Vision, and Dental Coverage
• Health Savings Account (HSA)
• Income Protection
• Maternity & Paternity Leave
• 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
• Unlimited Discretionary Time Off
• Three Paid Volunteer Days a Year
• Tuition Reimbursement
• Voluntary Legal Plan
• Optum Employee Assistance Program
• Discount on Auto, Home & Pet Insurance