[Remote] Account Manager - Contact Center at Vonage

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, Contact CenterIndustries

Requirements

Expertise in Contact Center technologies and trends, including cloud platforms like Vonage Contact Center, Genesys, NICE, or Five9
Strong track record negotiating renewals and expanding enterprise-level accounts
Knowledge of UCaaS, CCaaS, VoIP, and CRM systems (e.g., Salesforce)
Excellent communication, relationship-building, and problem-solving skills
Ability to build trust and credibility with technical and executive-level stakeholders
Ability to manage complex projects and competing priorities in a fast-paced environment
Ability to deliver tailored, consultative account strategies that align to customer goals
Ability to collaborate effectively across functions to drive results
Bachelor’s degree in business communications or a related field (preferred but not required)
3+ years of experience in account management or solution selling, preferably in Contact Center, cloud communications, or SaaS

Responsibilities

Take ownership of strategic customer accounts with a strong focus on Contact Center solutions across various industries and segments
Lead renewal negotiations with a proactive, value-driven approach—ensuring long-term retention, revenue stability, and customer satisfaction
Build relationships with both technical stakeholders and senior executives to understand their contact center infrastructure, KPIs, and evolving service expectations
Serve as the primary point of contact for your accounts, coordinating with support, implementation, and product teams to ensure a seamless customer experience
Identify risks to account health early and take swift, strategic action to address concerns and maintain service continuity
Track and document renewal status, escalations, and solution alignment efforts to support internal visibility and planning
Leverage account insights to recommend enhancements or upsells within the VCC product suite—such as AI features, workforce management, CRM integrations, and omnichannel tools
Execute outreach and engagement strategies tailored to customer needs, usage patterns, and business cycles
Partner with cross-functional teams to position new capabilities that address client priorities and drive incremental revenue
Advocate for customer needs internally and help shape product development based on real-world use cases and feedback
Coordinate with internal teams to deliver best-in-class service for Contact Center accounts
Influence go-to-market strategies and messaging by sharing customer insight with product, marketing, and leadership teams
Support peers by sharing best practices and strategic guidance related to VCC renewals and expansion efforts

Skills

Key technologies and capabilities for this role

Account ManagementCustomer RetentionRenewal NegotiationsContact Center SolutionsAI FeaturesWorkforce ManagementCRM IntegrationsOmnichannel ToolsSales OutreachRelationship Building

Questions & Answers

Common questions about this position

What expertise is required for this Account Manager role?

The role requires expertise in Contact Center technologies and trends, including cloud platforms like Vonage Contact Center, Genesys, NICE, or Five9, along with knowledge of UCaaS, CCaaS, VoIP, and CRM systems such as Salesforce.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this Account Manager role remote or office-based?

This information is not specified in the job description.

What is the company culture like at Vonage for this team?

The Account Management team is composed of highly motivated, energetic, and customer-focused team members who specialize in expanding and retaining strategic accounts with a strong emphasis on Contact Center solutions.

What makes a strong candidate for this Account Manager position?

A strong candidate will have a strong track record negotiating renewals and expanding enterprise-level accounts, plus excellent communication skills.

Vonage

Cloud-based communication services for businesses

About Vonage

Vonage provides cloud-based communication services to businesses of all sizes, from small startups to large enterprises. Its main offering is the Communications Platform as a Service (CPaaS), which allows companies to integrate voice, messaging, video, and data capabilities directly into their applications and processes. This integration helps businesses enhance customer engagement and streamline internal communications. Additionally, Vonage offers Unified Communications as a Service (UCaaS), which combines various communication tools into one platform, and Contact Center as a Service (CCaaS), which focuses on advanced customer service solutions. Unlike many competitors, Vonage operates on a subscription-based model, supplemented by usage-based fees, ensuring a steady income while allowing flexibility for clients. The goal of Vonage is to modernize communication infrastructure for businesses across various industries, improving their operational efficiency and customer service.

Holmdel Township, New JerseyHeadquarters

2001Year Founded

$361.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Hybrid Work Options

Risks

Leadership changes may disrupt strategic continuity at Vonage.

Regulatory pressures in India could challenge the Airtel partnership.

Adoption hurdles may slow the transition from SMS to Rich Communications Services.

Differentiation

Vonage offers a flexible portfolio of cloud-based communication applications and APIs.

The company provides CPaaS, UCaaS, and CCaaS solutions for diverse business needs.

Vonage's subscription and usage-based revenue model ensures financial stability and growth.

Upsides

Increased demand for integrated communication solutions boosts CPaaS and UCaaS markets.

Partnership with Airtel Business opens opportunities in the growing Indian market.

Collaboration with SAP enhances Vonage's competitive edge in AI-driven solutions.

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