Vonage

Account Manager

Vonage

full-time

Posted on:

Location Type: Remote

Location: Remote • California • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudSwiftVoIP

About the role

  • 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.

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.
  • 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.
Benefits
  • In addition to meaningful work, career advancement opportunities, and a collaborative culture, Vonage offers competitive compensation and unlimited discretionary time off.
  • Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Contact Center technologiescloud platformsnegotiating renewalsUCaaSCCaaSVoIPCRM systemsaccount managementsolution selling
Soft skills
communicationrelationship-buildingproblem-solving