Customer Success Manager
| Company | Vonage |
|---|---|
| Location | United States |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- Familiarity with customer success organizations
- Strong orientation toward problem solving with a systematic and managed approach
- Extensive interaction with sales, engineering, product development, and other members of cross-functional teams
- Urgency in execution and tendency toward speed with ability to adapt and change
- Strong empathy for customers
- Excellent verbal/written communication and organizational skills
- Strong business acumen including experience working in a B2B environment
- Proven ability to influence through persuasion, negotiation, and consensus building
- Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
- Strong executive presence / relationship building
- Technical aptitude with an ability to understand SaaS and software business models
Responsibilities
- Maintain a portfolio of accounts with low churn, high adoption, and high health scores
- Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of product utilization, and enables true business value attainment
- Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team
- Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
- Support the marketing programs that develop customer specific case studies and references
- Collaborate cross-functionally to extend the reach and capability of the Customer Success team
- Cross Sell/Upsell other Vonage products and services
- Execute on growth strategies and drive demand for incremental solutions
Preferred Qualifications
- Bachelor’s Degree
- 2+ years of Customer Success or Account Management experience
- Experience driving usage and adoption of software services
- Experience with Unified Communications, Contact Center, and Communications APIs preferred
- SaaS experience required
- Customer Success certification(s) is a bonus
- Knowledge of Salesforce CRM is a bonus