Customer Success Manager l

United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, Cloud Communications, Software as a Service (SaaS)Industries

Requirements

Candidates should possess familiarity with customer success organizations, a strong orientation toward problem-solving with a systematic and managed approach, extensive interaction with sales, engineering, product development, and other cross-functional teams, urgency in execution and a tendency toward speed with the ability to adapt and change, strong empathy for customers, excellent verbal and written communication skills, strong business acumen including experience working in a B2B environment, and proven ability to influence through persuasion, negotiation, and consensus building. Technical aptitude with an understanding of SaaS and software business models is also required, along with experience in driving usage and adoption of software services and knowledge of Unified Communications, Contact Center, and Communications APIs.

Responsibilities

The Customer Success Manager I will 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, maintain an effective account governance process, manage customer interactions to establish credibility and trust, support marketing programs to develop customer case studies and references, collaborate cross-functionally to extend the reach and capability of the Customer Success team, cross-sell/upsell Vonage products and services, and execute on growth strategies to drive demand for incremental solutions.

Skills

Customer Success

Account Management

Cross-Functional Collaboration

Customer Retention

Product Adoption

Upselling

Problem Solving

Communication

Business Acumen

B2B Experience

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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