Customer Solutions Manager

Why this role matters:

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.

In this role, you’ll:

• 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

 What you'll bring:

Required:

• 2+ 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

• 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

• Availability for regional travel (<5% of time) and the flexibility to work outside regular regional business hours when the need arises (10% of time)

Desirable:

• A robust customer-centric mindset and approach - making customers happy excites you

• Experience in all things CPaaS: Voice (VoiP), Video (WebRTC), Messaging (SMS, MMS, Social, and business channels such as WhatsApp, FB, and Viber)

• Detail oriented with excellent account management, time management, and problem solving skills

• Exceptional written and verbal communication skills, with a high-level of professionalism

• Pragmatic, realistic, and able to build strong internal working relationships to support customer delivery requirements

• Ability to speak and write Portuguese (preferred) and/or Spanish

Where you will work:

This position offers a remote work arrangement based in the Eastern and Central Time Zones of the United States. Occasional travel domestically and internationally is required. 

Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening. #LI-HB