Customer Success Manager, Level II
Vonage
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Manage a portfolio of clients, taking ownership of customer retention, adoption, and engagement, ensuring their ongoing success with our product.
- Develop strong client relationships as a trusted advisor, leveraging your product expertise and providing the necessary tools and guidance to maximize their use of our product and adopt best practices.
- Cultivate relationships with key stakeholders at both operational and strategic levels, understanding their business objectives and aligning our application offering to meet their needs.
- Proactively handle a diverse range of customer-related projects, initiatives, and tasks, ensuring customer satisfaction and delivering value.
- Educate customers on our product, upcoming roadmap items, and new releases, keeping them informed and excited about the possibilities.
- Collaborate with customers to build Success Plans, aligning their objectives with our product offering and driving mutual success.
- Conduct regular progress reviews, including Annual Reviews, QBRs, Monthly Service Reviews, and Business Process Reviews, to track progress, adapt objectives if necessary, and foster open dialogue.
- Ensure knowledge of customers' business objectives and technical setup is properly documented and shared with internal teams.
- Drive adoption to create an environment for future growth and expansion, helping customers leverage the full potential of our product.
- Act as the conduit for customer queries, working closely with relevant internal departments to ensure timely resolution.
- Collaborate cross-functionally across Sales, Product, and Technical Teams to deliver client outcomes and enhance customer satisfaction.
- Manage customer escalations, working with Product, Support, and Technical teams to address issues promptly and effectively.
- Gather feedback through NPS and CSAT surveys, advocating internally for the Voice of the Customer.
- Collaborate with the CS Team, sharing best practices, supporting team members, and participating in or leading CS-led projects and initiatives.
- Participate in or lead client engagement activities, such as webinars and lunch & learns, showcasing our product and providing value-added content.
- Actively engage in the CS Community, promoting customer events and webinars, and staying connected with industry trends and best practices.
- Be flexible with working at home, at a customer site or sometimes at our regional offices when required.
Requirements
- 3 years of previous experience as a high-performing individual contributor or leader in Customer Success, Professional Services, Technical Account Management or similar.
- Technical understanding of Vonage Contact Center, or similar CCaaS products.
- Experience in the Contact Center industry or working for a CCaaS technology provider.
Benefits
- Discretionary time off
- Medical, Dental & Vision Insurance
- 401(k)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentioncustomer engagementcustomer satisfactionSuccess PlansNPS surveysCSAT surveysproject managementtechnical account managementbest practices
Soft skills
relationship buildingcommunicationcollaborationproblem-solvingflexibilityadvocacyleadershipcustomer advocacystakeholder management