Senior Solutions Architect - Networking
NVIDIA
AWSAzureCloudGoogle Cloud PlatformiOSLinuxTCP/IP
Customer Solutions Manager
Vonage
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
TableauVoIP
About the role
- 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 audience
- Be 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 knowledge
- Develop and execute effective success plans to drive customer outcomes
- Educate customers on how existing and new product features/functionalities will contribute to the growth of their business, bringing relevant internal stakeholders as needed
- Organize and lead on-boarding sessions with internal teams and customers
- Advise customers on how to get the most out of their solution to scale their business using Vonage’s different features and services
- Understand and anticipate customers’ needs and goals; track customer progress against goals and report proactively on the health of their using Vonage’s APIs
- Monitor account performance and identify upsell and cross-sell opportunities
- Drive revenue growth by demonstrating value to your customer and identifying both up-sell and cross-sell opportunities for the account manager
- Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact
- Help to resolve complex technical issues in a timely manner
- Engage with a number of accounts simultaneously, requiring strong time management, organizational, and priority setting abilities
- Gather customer feedback related to product, ecosystem, and vertical requirements, and inform product management of customer needs and roadmap priorities
- Review customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashion
- Proactively manage customer communication through platform maintenance and disruption, ensuring they are fully informed with a high-touch approach
- Help drive customer participation in marketing opportunities such as case studies, newsletters, blogs, webinars, and speaker opportunities
- Work with cross functional teams and develop plans with Account Management to increase penetration at Key Customers
Requirements
- 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 processes
- Experience in project or program management, with a track record of consistently driving successful customer projects and programs
- 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 revenue
- Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field
- Availability for regional travel (<5% of time) and the flexibility to work outside regular regional business hours when the need arises (10% of time)
- Legal authorization to work in the USA; sponsorship is not available
- Desirable: Experience in CPaaS (Voice (VoIP), Video (WebRTC), Messaging (SMS, MMS, Social, WhatsApp, FB, Viber))
- Desirable: Ability to speak and write Portuguese (preferred) and/or Spanish
- Desirable: Detail oriented with excellent account management, time management, and problem solving skills
Benefits
- Remote work arrangement (based in Eastern and Central US time zones)
- Opportunity for occasional domestic and international travel (<5% of time)
- High-touch customer engagement and marketing participation opportunities (case studies, newsletters, blogs, webinars, speaker opportunities)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer relationship managementproject managementprogram managementquantitative analysisaccount managementtechnical issue resolutioncustomer success planningAPI usageVoIPWebRTC
Soft skills
communicationtime managementorganizational skillsproblem solvingrelationship buildingcustomer engagementproactive managementdetail orientedpriority settingcustomer advocacy
