Customer Success Manager

( Customer Service )  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

Vonage Mission

Vonage is the leader in Cloud Communications Platform (CPaaS) market. Many of our worldwide enterprise clients depend on our APIs and SDKs to connect with their customers all over the world.

Why this role matters

As a Success Manager, you’ll be responsible for fostering lasting relationships with our most valued customers collaborating with sales, solutions architects and engineers at delivering innovative communication solutions.

Working with a group of Vonage API customers, you will be their main point of contact defining the onboarding success plan to drive customer outcomes, and keep engaging them on a regular basis to ensure they are leveraging our solutions in the most effective way. Using your consultative and analytical approach, you will be seen as a trusted advisor with industry expertise and identify new growth opportunities.

You will build strong internal relationships and be exceptionally organized. Most of all you are a customer first advocate with engaging communication skills and experience working with customers in the SaaS/Communications industry.


What you'll do

  • Form strong relationships with customers to keep them fully engaged and supported throughout their relationship with us liaising with both a technical and business focused audience.
  • Be the Voice of the Customer - identifying and quantifying the key factors for Customer success and then communicating 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 (QBRs, Weekly Meetings, etc.)
  • Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes.
  • Educate customers on how existing and new product features/functionality will contribute to the growth of their business bringing the relevant internal stakeholders if needed.
  • Define and organize on-boarding kick-off with internal teams and with customers.
  • Advise customers on how to get the most out of their solution to scale their business using our different features and services.
  • Understand and anticipate customer’s needs and goals; track customer progress against goals and report proactively on their health of their integration with our APIs
  • Drive revenue growth by demonstrating value, identifying additional up-sell / cross-sell opportunities.
  • Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact.
  • Engage with a number of accounts simultaneously, be organized, setting priorities and demonstrating strong time management.
  • Gather customer feedback related to product, ecosystem, vertical requirements and filter into relevant teams via agreed protocols to aid prioritization of roadmaps
  • Review customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashion.
  • Proactively manage customer comms through platform maintenance or disruption to ensure they are fully informed with a high touch approach
  • Help drive participation in marketing opportunities such as case studies, newsletters, blogs, webinars and speaker opportunities for your customers with our team.
  • Huge opportunity to work with cross functional teams to broaden your career experience and horizons.
  • Develop a plan with the Account Management team to increase the penetration at your Key Customers that provides for better Vonage top management visibility.
  • Be innovative and make an impact: on your customers, on your team, and on the company.

What You'll Bring

  • A robust customer-centric mindset and approach - making customers happy excites you
  • Experience in CPaaS / SaaS or communication APIs
  • An understanding of how Professional Services/ Customer Success teams operate
  • Detail oriented with excellent account management, time management and problem solving skills
  • Exceptional written and verbal communication skills with a high-level of professionalism
  • The ability to self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
  • Pragmatic and realistic and can build strong internal working relationships to support customer delivery requirements
  • Confidence and patience in face to face customer engagement, ability to lead internal and external meetings
  • Exceptional collaboration and teamwork skills
  • Instil trust and loyalty into the customer base
  • Positive, proactive and solution oriented attitude to everything you do

What's Required For Application

  • 4+ years experience working in a customer relationship management or customer facing account management role with technical customer base and corporate IT projects and processes.
  • Experience in Project Management" or "Program Management" with a track record of consistently driving successful customer projects and programs.
  • A tech savvy mind, with a good understanding of the trends driving innovation in technology, particularly in mobile, cloud and consumer areas
  • Availability for international travel (post COVID) and the flexibility to work outside regular regional business hours if the need arises
  • Previous experience in using CRM systems such as Gainsight or Strikedeck and familiarity using tools like Jira, Tableau and Salesforce.
  • A highly quantitative approach to understanding, measuring, and forecasting Customer behaviour and revenue.
  • Bachelor's degree (or equivalent) or higher
  • Intellectual curiosity with a strong interest in evolving technology.
  • Sense of humor
  • Naturally collaborative spirit - ability to work as one team.

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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