Customer Solutions Manager (Voice API)

Title: Customer Solutions Manager (Voice API)

Location: (Hybrid) Holmdel, New Jersey OR San Francisco, California

Job Description:

Who we are:

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

The API business unit focuses on API/CPaaS solutions which empower organizations with a customizable, omnichannel communications infrastructure, enabling them to connect with customers on their preferred channels throughout their journeys. With our easy-to-use APIs, global platform, and expert support, customers can abstract the complexity of communications and engage with customers in ongoing conversations.

Why this role matters:

As a Customer Solutions 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:

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

• • Proven 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 voice technologies including SIP signaling, call flow analysis, capacity analysis and planning and programmable voice

• • An understanding of how Professional Services / Customer Success teams operate

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

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

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

• • 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)

Desirable:

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

• • The ability to be self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture

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

• • Confidence and patience in face-to-face customer engagement, as well as the ability to lead internal and external meetings

• • Exceptional collaboration and teamwork skills

• • Instill trust and loyalty into your customer

• • Positive, proactive, and solution oriented attitude in everything you do

• • 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.

How you’ll benefit:

• • Medical, Vision, and Dental Coverage

• • Health Savings Account (HSA)

• • Income Protection

• • Maternity & Paternity Leave

• • 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options

• • Unlimited Discretionary Time Off

• • Three Paid Volunteer Days a Year

• • Tuition Reimbursement

• • Voluntary Legal Plan

• • Optum Employee Assistance Program

• • Discount on Auto, Home & Pet Insurance

Where you will work:

These roles are Hybrid located out of our New Jersey office, remote applications will be considered. Some travel to customers will be 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.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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