Customer Solutions Manager, Vonage

• 3+ years 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 one of the following: Web development (JavaScript, HTML), backend development (Node, Java, C#, Python, PHP etc.), mobile development, or IP-based real-time communications (WebRTC)
• 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)
• 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
• Naturally collaborative spirit - ability to work as a team

Desirable

• As a Customer Solution Manager, you’ll be responsible for fostering lasting relationships with Vonage’s most valued customers, in addition to collaborating with sales, solution architects, and engineers to deliver innovative communication solutions
• Working with a group of Vonage API customers, you will be their main point of contact
• This entails defining the onboarding success plan to drive the customer’s outcome(s) and engaging them on a regular basis to ensure they are leveraging Vonage’s solutions in the most effective way
• Using your consultative and analytical approach, you will be seen as a trusted technical advisor with industry expertise and identify new growth opportunities
• You will build strong internal relationships and be exceptionally organized
• Most of all you are a customer-first advocate, with engaging communication skills and experience working with customers in the Communications Platform as a Service (CPaaS) / Communications industry
• 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