Customer Success Manager

April 18

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

• Manage a portfolio of clients, taking ownership of customer retention, adoption, and engagement, ensuring their ongoing success with our product. • Develop strong client relationships as a trusted advisor, leveraging your product expertise and providing the necessary tools and guidance to maximize their use of our product and adopt best practices. • Cultivate relationships with key stakeholders at both operational and strategic levels, understanding their business objectives and aligning our application offering to meet their needs. • Proactively handle a diverse range of customer-related projects, initiatives, and tasks, ensuring customer satisfaction and delivering value. • Educate customers on our product, upcoming roadmap items, and new releases, keeping them informed and excited about the possibilities. • Collaborate with customers to build Success Plans, aligning their objectives with our product offering and driving mutual success. • Conduct regular progress reviews, including Annual Reviews, QBRs, Monthly Service Reviews, and Business Process Reviews, to track progress, adapt objectives if necessary, and foster open dialogue. • Ensure knowledge of customers' business objectives and technical setup is properly documented and shared with internal teams. • Drive adoption to create an environment for future growth and expansion, helping customers leverage the full potential of our product. • Act as the conduit for customer queries, working closely with relevant internal departments to ensure timely resolution. • Collaborate cross-functionally across Sales, Product, and Technical Teams to deliver client outcomes and enhance customer satisfaction. • Manage customer escalations, working with Product, Support, and Technical teams to address issues promptly and effectively. • Gather feedback through NPS and CSAT surveys, advocating internally for the Voice of the Customer. •

Requirements

• Outstanding interpersonal and communication skills, enabling you to build strong relationships with customers and colleagues. • A collaborative approach and a team player mentality, working effectively with both technical and business-focused clients. • Analytical skills to evaluate and interpret product and service-related situations, driving data-driven decision-making. • The ability to thrive in a fast-paced environment, adapting quickly to changing priorities and delivering results under pressure. • Excellent problem-solving skills, allowing you to navigate complex customer challenges • Be a strong individual collaborator with the ability to manage your own diary

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service