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Customer Success Manager

extra holidays
Remote: 
Full Remote
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Offer summary

Qualifications:

Bachelor's Degree required, preferably in a related field., 2+ years of experience in Customer Success or Account Management., Strong verbal and written communication skills, with a focus on relationship building., Technical aptitude with an understanding of SaaS and software business models..

Key responsabilities:

  • Maintain a portfolio of accounts to ensure low churn and high adoption rates.
  • Collaborate with cross-functional teams to enhance customer satisfaction and product utilization.
  • Manage customer interactions to establish credibility and trust as a business advisor.
  • Execute growth strategies and support marketing programs for customer-specific case studies.

Vonage  logo
Vonage Information Technology & Services Large http://www.vonage.com
1001 - 5000 Employees
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Job description

The Customer Success Manager II  is responsible for driving the ongoing satisfaction, adoption,  enablement, and outcomes realization for Vonage’s top customers. They will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers.

KEY 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

 

REQUIRED SKILLS 

  • 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

DESIRED EXPERIENCE 

  • 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

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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Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Technical Acumen
  • Communication
  • Negotiation
  • Organizational Skills
  • Business Acumen
  • Relationship Building
  • Problem Solving
  • Empathy
  • Adaptability

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