Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
The Customer Success Manager II is responsible for driving the ongoing satisfaction, adoption, enablement, and outcomes realization for Vonage’s top customers. They will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers.
Your key responsibilities:
- Maintain a portfolio of accounts with low churn, high adoption, and high health scores.
- Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of product utilization, and enables true business value attainment.
- Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team.
- Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts.
- Support the marketing programs that develop customer specific case studies and references.
- Collaborate cross-functionally to extend the reach and capability of the Customer Success team.
- Cross Sell/Upsell other Vonage products and services.
- Execute on growth strategies and drive demand for incremental solutions.
What you'll bring:
- Familiarity with customer success organizations.
- Strong orientation toward problem solving with a systematic and managed approach.
- Extensive interaction with sales, engineering, product development, and other members of cross-functional teams.
- Urgency in execution and tendency toward speed with ability to adapt and change.
- Strong empathy for customers.
- Excellent verbal/written communication and organizational skills.
- Strong business acumen including experience working in a B2B environment.
- Proven ability to influence through persuasion, negotiation, and consensus building.
- Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results.
- Strong executive presence / relationship building.
- Technical aptitude with an ability to understand SaaS and software business models.
Experience we consider a plus:
- Bachelor's Degree.
- 2+ years of Customer Success or Account Management experience.
- Experience driving usage and adoption of software services.
- Experience with Unified Communications, Contact Center, and Communications APIs preferred.
- SaaS experience required.
- Customer Success certification(s) is a bonus.
- Knowledge of Salesforce CRM is a bonus.
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There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
Who we are:
At Vonage, our mission is to accelerate the way the world connects. As an emerging leader in the $10B+ cloud communications platform (CPaaS) market, we empower businesses to connect better with their customers, employees, and partners through transformative communications experiences. Our innovative solutions span messaging, voice, video, and data technologies, providing seamless and engaging interactions for customers like Airbnb, Viber, WhatsApp, and Snapchat.
Join us to be part of a dynamic team committed to shaping the future of connectivity!
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
Top Skills
What We Do
We’re making communications more flexible, intelligent, and personal, to help enterprises the world over stay ahead. We provide unified communications, contact centers and programmable communications APIs, built on the world's most flexible cloud communications platform.
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