Account Manager, Vonage

• 5+ Years of prior experience in consultative, solution selling to business clients, prior account management experience, or familiarity with customer success organizations
• Background of Managing Mid Market to Enterprise size Accounts
• Strong track record of meeting and exceeding targets
• Experience and ability to interact with and influence C-level executives
• Strong empathy for customers and relationship-building skills
• Excellent presentation skills, including preparation, documentation and accurate follow-up as needed
• Strong orientation toward problem-solving with a systematic and managed approach
• Technical aptitude with an ability to understand SaaS and software business models
• Knowledge of Salesforce CRM
• 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

Desirable

• The Account Manager role at Vonage is pivotal. You will be at the forefront of driving our customers' ongoing satisfaction, adoption, enablement, and realization of value outcomes
• As an internal champion, you will coordinate the cross-functional motions required for sustained customer success and growth
• Your key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers
• This is a position to join our Account Management team where you will be managing a portfolio of our larger customers predominantly within our CCaas portfolio & targeted on customer retention, cross & up-selling into your base
• Maintain a portfolio of accounts with low churn, high adoption, and high health scores
• Develop strong partnerships with your customers
• Collaborate cross-functionally to guide customers through an optimal customer journey that engenders strong satisfaction, supports high levels of product utilisation, and enables actual business value attainment
• Work with customers to identify additional business opportunities, to meet new needs, and/or to upsell into existing accounts
• Regularly perform Executive Business Reviews to customers C-suite
• Develop account/territory selling strategies
• Provide accurate sales and net retention forecasts and reports to management in a timely and consistent manner
• Responsible for all contract renewals within your account base
• Presenting contract proposals & leading commercial negotiations
• Identify customer issues and work with internal technical and support teams to develop issue resolution plans, milestones, and review points
• Manage and reconcile demands across various and diverse internal groups to achieve desired results for the customer's benefit
• Meet monthly revenue and customer retention goals; ensure Vonage sustains incumbency in existing accounts
• Document customer responses to outreach efforts and issue resolution progress – providing feedback to care, service delivery, program management and finance to ensure all customer inquiries are rightfully addressed
• Work with fellow team members to identify process effectiveness and efficiency improvement opportunities
• Support team efforts to analyze customer base coverage models, generating routes for improvement
• Leverage working relationships with internal product, sales, and marketing teams to address customer needs and inquiries