Vonage Customer Success Mission: We are on a mission to revolutionize customer service by empowering our clients to achieve their business goals. As a Senior Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers receive unparalleled support and guidance to maximize the potential of our product. You will serve as their strategic advisor and trusted partner, working closely with them to anticipate their needs, exceed their expectations, and unlock new avenues for growth and success.
Why this role matters
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 CSM, 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.
IF YOU'RE READY TO MAKE A REAL IMPACT, KEEP READING BELOW…
What you will do
- 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 will 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 previous experience as a high-performing individual contributor or leader in Customer Success, Professional Services, 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.
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.
