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Vonage · 1 day ago

Customer Success Manager ll

United States

Full-time

Remote

Mid Level

3+ years exp

Vonage is a global cloud communications leader, and they are seeking a Customer Success Manager ll to enhance customer engagement through their advanced communication tools. In this role, you will manage a portfolio of clients, driving customer satisfaction and product adoption while collaborating with internal teams to ensure ongoing success and growth.

Communications InfrastructureDeveloper APIsEnterprise ApplicationsInformation ServicesInformation TechnologyPaaSTelecommunications

Comp. & Benefits

Responsibilities

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

Collaborate with the CS Team, sharing best practices, supporting team members, and participating in or leading CS-led projects and initiatives

Participate in or lead client engagement activities, such as webinars and lunch & learns, showcasing our product and providing value-added content

Actively engage in the CS Community, promoting customer events and webinars, and staying connected with industry trends and best practices

Be flexible with working at home, at a customer site or sometimes at our regional offices when required

Qualification

Customer Success ManagementTechnical Account ManagementCCaaS Products KnowledgeAnalytical SkillsInterpersonal SkillsProblem-Solving SkillsCollaboration SkillsFast-Paced Adaptability

Required

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

Preferred

3 years of previous experience as a high-performing individual contributor or leader in Customer Success, Professional Services, Technical Account Management or similar

Technical understanding of Vonage Contact Center, or similar CCaaS products

Experience in the Contact Center industry or working for a CCaaS technology provider