Customer Success Manager - UCaaS and CCaaS

August 11

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Vonage

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Communications APIs. Unified Communications. Contact Centers. Now we're talking.

UCaaS • CPaaS • CCaaS • Cloud Communications • Unified Communications

1001 - 5000

💰 $225M Post-IPO Debt on 2014-08

Description

• The Customer Success Manager is responsible for driving the ongoing satisfaction, adoption, • 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. • 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

Requirements

• Must be able to work East Coast hours • 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

Benefits

• Unlimited discretionary time off • Tuition reimbursement