Remote USA – (east coast work hours)
Vonage Sales Mission
We strive to innovate and enhance our customers’ ability to communicate within today’s digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.
Why This Role Matters
Customer Success serves two primary purposes: solving customer problems and aligning Vonage products and services with customer business goals. We develop industry-leading business relationships with our customers, helping them find the best solutions. At the same time, we work within Vonage to develop customer-focused solutions and packages with immediate, revenue-generating appeal. The Customer Success Manager I is an individual contributor providing Customer Success advice and support to an assigned group of customers.
IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…
What You Will Do
Customer Success
- Engage with customers to conduct periodic business service reviews.
- Perform basic customer data collection and base analytics as assigned.
- Identify customer issues and work with internal technical and support teams to develop issue resolution plans, milestones and review points.
- Serve as day-to-day liaison with assigned customers to ensure successful and timely completion of customer requests.
- Manage and reconcile demands across various and diverse internal groups to achieve desired results for the benefit of the customer.
- Meet monthly revenue and customer retention goals; ensure that Vonage sustains incumbency in existing accounts.
- Document customer responses to outreach efforts and issue resolution progress – providing feedback to care, service delivery, program management and finance to guarantee that all customer inquiries are rightfully addressed.
- Work with fellow team members to identify process effectiveness and efficiency improvement opportunities.
- Develop long-standing relationships with your book of business in order to deliver referenceable customers to other departments.
Business Expansion
- Campaign targeted customer base through email, mass marketing and personal reach outs.
- Monitor customer response to communication outreach efforts, by program, product, geographic or demographic fields.
- Work with customers to identify additional business opportunities, to meet new needs and/or to upsell into existing accounts.
- Support team efforts to analyze customer base coverage models, generating routes for improvement.
Team Collaboration
- Develop strong working relationships with assigned customer representatives.
- Leverage working relationships with internal product, sales and marketing teams to address customer needs and inquiries.
What You Will Bring
- Strong interpersonal and communications skills.
- Analytical skills to evaluate and interpret product and service-related situations.
- Ability to:
- Build and maintain solid and lasting customer relationships.
- Thrive in a fast-paced environment.
- Prioritize multiple tasks and manage each within time constraints and deadlines.
- Dig into issues and problems to understand underlying causes.
- Desire to understand and gain expert knowledge of Vonage products and services.
- A self-starter attitude that allows you to jump in and find solutions for your customers.
What Is Required for Application
- Bachelor’s Degree in a business, technology or related discipline.
- Prior experience (2-3 years) in consultative, solution selling to business clients.
- Prior account management experience is preferred.
What’s In It For You
- In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.