Managed Service Consultant - US

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Communications, TelecommunicationsIndustries

Requirements

Candidates should have Salesforce ADM 201 certification, an HND or NVQ in a technical discipline, and 2-3 years of experience in a customer-facing role such as support. Internal network and infrastructure knowledge, along with contact center experience, are also desired qualifications. The ideal candidate is self-motivated, detail-oriented, passionate about delivering excellence, and able to self-manage.

Responsibilities

The Managed Service Consultant will manage incoming requests within SLA, handle Moves, Adds, and Changes (MACS) for customer Vonage Platform accounts, and fulfill basic reporting requests. They will also support webinar training sessions, stay updated on new releases, identify customers at risk of churn, and provide administrative and operational support. Responsibilities include providing best practices on Vonage configuration and usage, creating and updating documentation, maintaining Salesforce CRM, triaging issues, and managing work activities to meet deadlines.

Skills

Cloud Communications

Customer Support

Webinar Training

Platform Management

Reporting

SLA Management

Configuration

Customer Success

Vonage Platform

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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