Senior Customer Success Manager

Profile

Senior Customer Success Manager
at Vonage
New York, NY
OVERVIEW
The Senior Customer Success Manager is responsible for driving the ongoing satisfaction, adoption, enablement, and outcomes realization for Vonage’s top customers. They will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers.
KEY RESPONSIBILITIES
Maintain a portfolio of accounts with low churn, high adoption, and high health scores
Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of product utilization, and enables true business value attainment
Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team
Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
Support the marketing programs that develop customer specific case studies and references
Collaborate cross-functionally to extend the reach and capability of the Customer Success team
Cross Sell/Upsell other Vonage products and services
Execute on growth strategies and drive demand for incremental solutions
REQUIRED SKILLS
Familiarity with customer success organizations
Strong orientation toward problem solving with a systematic and managed approach
Extensive interaction with sales, engineering, product development, and other members of cross-functional teams
Urgency in execution and tendency toward speed with ability to adapt and change
Strong empathy for customers
Excellent verbal/written communication and organizational skills
Strong business acumen including experience working in a B2B environment
Proven ability to influence through persuasion, negotiation, and consensus building
Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
Strong executive presence / relationship building
Technical aptitude with an ability to understand SaaS and software business models
DESIRED EXPERIENCE
Bachelor's Degree
5 years of Customer Success or Account Management experience
Experience driving usage and adoption of software services
Experience with Unified Communications, Contact Center, and Communications APIs preferred
SaaS experience required
Customer Success certification(s) is a bonus
Knowledge of Salesforce CRM is a bonus
Knowledge of Gainsight is a bonus
WHAT’S IN IT FOR YOU
In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.
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.

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