Vonage
Customer Solutions Manager (API)
Vonage, Holmdel, New Jersey, us, 07733
Who we are:
Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
The API business unit focuses on API/CPaaS solutions which empower organizations with a customizable, omnichannel communications infrastructure, enabling them to connect with customers on their preferred channels throughout their journeys. With our easy-to-use APIs, global platform, and expert support, customers can abstract the complexity of communications and engage with customers in ongoing conversations.
Why this role matters:
As a Customer Solution Manager, you'll be responsible for fostering lasting relationships with Vonage's most valued customers, in addition to collaborating with sales, solution architects, and engineers to deliver innovative communication solutions.
Working with a group of Vonage API customers, you will be their main point of contact. This entails defining the onboarding success plan to drive the customer's outcome(s) and engaging them on a regular basis to ensure they are leveraging Vonage's solutions in the most effective way. Using your consultative and analytical approach, you will be seen as a trusted technical advisor with industry expertise and identify new growth opportunities.
You will build strong internal relationships and be exceptionally organized. Most of all you are a customer-first advocate, with engaging communication skills and experience working with customers in the Communications Platform as a Service (CPaaS) / Communications industry.
In this role, you'll:Form strong relationships with customers to keep them fully engaged and supported throughout their relationship with Vonage, liaising with both a technical and business focused audienceBe the Voice of the Customer - identify and quantify the key factors for customer success, then communicate them effectively to drive the solutions provided by Vonage and develop a plan to meet said criteria based on regularly cadenced communications with your customer (Quarterly Business Reviews [QBRs], quality reviews, feature deployments, etc.)Provide business, technical, and product knowledgeDevelop and execute effective success plans to drive customer outcomesEducate customers on how existing and new product features/functionalities will contribute to the growth of their business, bringing relevant internal stakeholders as neededOrganize and lead on-boarding sessions with internal teams and customersAdvise customers on how to get the most out of their solution to scale their business using Vonage's different features and servicesUnderstand and anticipate customers' needs and goals; track customer progress against goals and report proactively on the health of their using Vonage's APIsMonitor account performance and identify upsell and cross-sell opportunitiesDrive revenue growth by demonstrating value to your customer and identifying both up-sell and cross-sell opportunities for the account managerEscalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impactHelp to resolve complex technical issues in a timely mannerEngage with a number of accounts simultaneously. This requires strong time management, organizational, and priority setting abilitiesGather customer feedback related to product, ecosystem, and vertical requirements, as well as future customer roadmap objectivesAide in the prioritizing of product roadmaps by informing product management of customer needs and the evolving landscape observed in the business verticals you supportReview customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashionProactively manage customer communication, through platform maintenance and disruption, ensuring they are fully informed with a high-touch approachHelp drive customer participation in marketing opportunities such as case studies, newsletters, blogs, webinars, and speaker opportunitiesWork with cross functional teams, broadening your career experience and horizonsDevelop a plan with the Account Management team to increase the penetration at your Key Customers, improving customer retention and providing better upper management visibilityBe innovative and make a positive impact on your customers, your team, and the companyWhat you'll bring:
Required:
2+ years experience working in a customer relationship management or customer facing account management role, with a technical customer base and both corporate IT projects and processesExperience in project or program management, with a track record of consistently driving successful customer projects and programsA tech savvy mind, with a good understanding of the trends driving innovation in technology (particularly in mobile, cloud, and consumer areas)Demonstrated competency in one of the following: Web development (JavaScript, HTML), backend development (Node, Java, C#, Python, PHP etc.), mobile development, or IP-based real-time communications (WebRTC)Availability for regional travel ( Previous experience in using CRM systems (i.e. Salesforce), reporting/analytic systems (i.e. Tableau), and familiarity using general productivity tools (i.e. G suite, Confluence, and Jira)A highly quantitative approach to understanding, measuring, and forecasting both customer behavior and revenueBachelor's degree in Computer Science, Information Technology, Engineering or a related fieldIntellectual curiosity with a strong interest in evolving technologySense of humor, ability to empathize with customers, etc.Naturally collaborative spirit - ability to work as a team.Desirable:
A robust customer-centric mindset and approach - making customers happy excites youExperience in all things CPaaS: Voice (VoiP), Video (WebRTC), Messaging (SMS, MMS, Social, and business channels such as WhatsApp, FB, and Viber)An understanding of how Professional Services / Customer Success teams operateDetail oriented with excellent account management, time management, and problem solving skillsExceptional written and verbal communication skills, with a high-level of professionalismThe ability to be self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culturePragmatic, realistic, and able to build strong internal working relationships to support customer delivery requirementsConfidence and patience in face-to-face customer engagement, as well as the ability to lead internal and external meetingsExceptional collaboration and teamwork skillsInstill trust and loyalty into your customerPositive, proactive, and solution oriented attitude in everything you doHow you'll benefit:
Medical, Vision, and Dental CoverageHealth Savings Account (HSA)Income ProtectionMaternity & Paternity Leave401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth OptionsUnlimited Discretionary Time OffThree Paid Volunteer Days a YearTuition ReimbursementVoluntary Legal PlanOptum Employee Assistance ProgramDiscount on Auto, Home & Pet Insurance
Where you will work:
These roles are Hybrid located out of our New Jersey office, remote applications will be considered. Some travel to customers will be required.
Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.
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.
#LI-HB
Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
The API business unit focuses on API/CPaaS solutions which empower organizations with a customizable, omnichannel communications infrastructure, enabling them to connect with customers on their preferred channels throughout their journeys. With our easy-to-use APIs, global platform, and expert support, customers can abstract the complexity of communications and engage with customers in ongoing conversations.
Why this role matters:
As a Customer Solution Manager, you'll be responsible for fostering lasting relationships with Vonage's most valued customers, in addition to collaborating with sales, solution architects, and engineers to deliver innovative communication solutions.
Working with a group of Vonage API customers, you will be their main point of contact. This entails defining the onboarding success plan to drive the customer's outcome(s) and engaging them on a regular basis to ensure they are leveraging Vonage's solutions in the most effective way. Using your consultative and analytical approach, you will be seen as a trusted technical advisor with industry expertise and identify new growth opportunities.
You will build strong internal relationships and be exceptionally organized. Most of all you are a customer-first advocate, with engaging communication skills and experience working with customers in the Communications Platform as a Service (CPaaS) / Communications industry.
In this role, you'll:Form strong relationships with customers to keep them fully engaged and supported throughout their relationship with Vonage, liaising with both a technical and business focused audienceBe the Voice of the Customer - identify and quantify the key factors for customer success, then communicate them effectively to drive the solutions provided by Vonage and develop a plan to meet said criteria based on regularly cadenced communications with your customer (Quarterly Business Reviews [QBRs], quality reviews, feature deployments, etc.)Provide business, technical, and product knowledgeDevelop and execute effective success plans to drive customer outcomesEducate customers on how existing and new product features/functionalities will contribute to the growth of their business, bringing relevant internal stakeholders as neededOrganize and lead on-boarding sessions with internal teams and customersAdvise customers on how to get the most out of their solution to scale their business using Vonage's different features and servicesUnderstand and anticipate customers' needs and goals; track customer progress against goals and report proactively on the health of their using Vonage's APIsMonitor account performance and identify upsell and cross-sell opportunitiesDrive revenue growth by demonstrating value to your customer and identifying both up-sell and cross-sell opportunities for the account managerEscalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impactHelp to resolve complex technical issues in a timely mannerEngage with a number of accounts simultaneously. This requires strong time management, organizational, and priority setting abilitiesGather customer feedback related to product, ecosystem, and vertical requirements, as well as future customer roadmap objectivesAide in the prioritizing of product roadmaps by informing product management of customer needs and the evolving landscape observed in the business verticals you supportReview customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashionProactively manage customer communication, through platform maintenance and disruption, ensuring they are fully informed with a high-touch approachHelp drive customer participation in marketing opportunities such as case studies, newsletters, blogs, webinars, and speaker opportunitiesWork with cross functional teams, broadening your career experience and horizonsDevelop a plan with the Account Management team to increase the penetration at your Key Customers, improving customer retention and providing better upper management visibilityBe innovative and make a positive impact on your customers, your team, and the companyWhat you'll bring:
Required:
2+ years experience working in a customer relationship management or customer facing account management role, with a technical customer base and both corporate IT projects and processesExperience in project or program management, with a track record of consistently driving successful customer projects and programsA tech savvy mind, with a good understanding of the trends driving innovation in technology (particularly in mobile, cloud, and consumer areas)Demonstrated competency in one of the following: Web development (JavaScript, HTML), backend development (Node, Java, C#, Python, PHP etc.), mobile development, or IP-based real-time communications (WebRTC)Availability for regional travel ( Previous experience in using CRM systems (i.e. Salesforce), reporting/analytic systems (i.e. Tableau), and familiarity using general productivity tools (i.e. G suite, Confluence, and Jira)A highly quantitative approach to understanding, measuring, and forecasting both customer behavior and revenueBachelor's degree in Computer Science, Information Technology, Engineering or a related fieldIntellectual curiosity with a strong interest in evolving technologySense of humor, ability to empathize with customers, etc.Naturally collaborative spirit - ability to work as a team.Desirable:
A robust customer-centric mindset and approach - making customers happy excites youExperience in all things CPaaS: Voice (VoiP), Video (WebRTC), Messaging (SMS, MMS, Social, and business channels such as WhatsApp, FB, and Viber)An understanding of how Professional Services / Customer Success teams operateDetail oriented with excellent account management, time management, and problem solving skillsExceptional written and verbal communication skills, with a high-level of professionalismThe ability to be self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culturePragmatic, realistic, and able to build strong internal working relationships to support customer delivery requirementsConfidence and patience in face-to-face customer engagement, as well as the ability to lead internal and external meetingsExceptional collaboration and teamwork skillsInstill trust and loyalty into your customerPositive, proactive, and solution oriented attitude in everything you doHow you'll benefit:
Medical, Vision, and Dental CoverageHealth Savings Account (HSA)Income ProtectionMaternity & Paternity Leave401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth OptionsUnlimited Discretionary Time OffThree Paid Volunteer Days a YearTuition ReimbursementVoluntary Legal PlanOptum Employee Assistance ProgramDiscount on Auto, Home & Pet Insurance
Where you will work:
These roles are Hybrid located out of our New Jersey office, remote applications will be considered. Some travel to customers will be required.
Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.
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.
#LI-HB