Technical Success Manager

Vonage Applications  

Our Applications business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our Applications team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.

At Vonage, Customer Success is about more than just delivering great service; it's about forging lasting relationships, driving customer satisfaction, and fueling business growth. As a TSM, you will take ownership of your portfolio of clients, guiding them through their post-implementation journey, understanding their unique business goals, and providing the necessary expertise and support to help them achieve success. Your success will be measured by a high level of engagement, increased product adoption and return of investment/outcomes, as well as your ability to cultivate promoters and advocates within your customer base. By working closely with the Account Management team, you will also contribute to driving adoption and growth across our existing customer base while nurturing new opportunities and securing renewals and upsell.

Your key responsibilities:

• 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.

What you'll bring:

• Outstanding interpersonal and communication skills, enabling you to build strong relationships with customers and colleagues.
• A collaborative approach and a team player mentality, working effectively with both technical and business-focused clients.
• Analytical skills to evaluate and interpret product and service-related situations, driving data-driven decision-making.
• The ability to thrive in a fast-paced environment, adapting quickly to changing priorities and delivering results under pressure.
• Excellent problem-solving skills, allowing you to navigate complex customer challenges.
• Be a strong individual collaborator with the ability to manage your own diary.

Ideal Experience:

• 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.

How you’ll benefit:

• In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including Discretionary time off, Medical, Dental & Vision Insurance and 401(k).
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process