Customer Success Manager, Vonage
UCaaS and CCaaS
Cloud-based communications APIs
Open for applications
Cloud-based communications APIs
1001+ employees
Open for applications
1001+ employees
Company mission
To make communications more flexible, intelligent, and personal to help enterprises stay ahead.
Role
Who you are
- 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
- Bachelor's Degree
- 2+ years of Customer Success or Account Management experience required
- Experience driving usage and adoption of software services preferred
- Experience with Unified Communications, Contact Center, and Communications APIs a bonus
- SaaS experience required
- Knowledge of Salesforce CRM is a bonus
- Knowledge of Gainsight is a bonus
What the job involves
- The Customer Success Manager 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
- 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
Our take
According to Vonage, technology should make business communication easier, but it currently makes it more complicated due to the various communication platforms that users need to spend time learning how to use. Moreover, users often realise that the platform is not the right choice for them after wasting a lot of time understanding how to navigate it. Vonage aims to change this by providing enterprises with a flexible cloud communications platform that simplifies business communication.
Vonage offers a unified communications solution that is easy to understand and use every day. The platform integrates communication via voice, messaging, video, and data and gives clients the flexibility to choose from a wide range of tools and integrations or to create new ones using Vonage's APIs.
Following its acquisition by Ericsson - a multinational networking and telecommunications company - Vonage has been focused on expanding its presence in wireless enterprises and broadening its global offerings. Vonage won the 2022 FinTech Award for Outstanding Cloud Communications Solutions in recognition of its growth and continued dedication to the development of new technologies.
Steph
Company Specialist
Insights
Few candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2005
$200m
SERIES E
Aug 2004
$105m
SERIES D
Total funding: $372m
Company benefits
- Unlimited paid annual leave
- Flexible working hours
- Medical cover
- Health Savings Account
- Dental and Vision Cover
- Income Protection
- Maternity/Paternity Leave
- Retirement Plan
- Telehealth
- Tuition Reimbursement
- Legal plan
- Career progression
- Training
- Industry conferences
Company values
- Accountability - We do what we say and we own what we do
- Collaboration - We believe different perspectives bring better outcomes
- Trust - We recognize and rely on each other’s talents to achieve excellence
- Excellence - We focus on being the best at what we do
Company HQ
Holmdel, NJ
Articles
Leadership
Rory Read
(CEO, not founder)Member of the Ericsson Leadership Team and Board Member at Booz Allen Hamilton. Previously worked for Dell in a variety of roles, including Chief Operating Executive.
People progressing
Joined as Talent Acquisition Partner (EMEA/APAC), being promoted to Senior Talent Acquisition Partner (Global) after 2 years and currently the Senior Global Head of Talent.
Salary benchmarks
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