Supervisor, Professional Services

Job Summary

The Professional Services Department supporting the Vonage Cloud platform is responsible for various levels of engagement with new accounts to ensure an efficient, high quality onboarding experience.  The onboarding experience provided is a scheduled, remote support experience that educates new customers with regards to the new service and features they have acquired in their buying process. The Supervisor, Service Delivery will be responsible for management of Project Managers directly managing interactions with new customers supporting the turn-up of their account as well as key processes behind the scenes 

A successful candidate will demonstrate proven leadership experience, a customer first attitude, a history of exceeding expectations and a positive, ‘can-do’ attitude. The Supervisor, Professional Services will report directly to the Director, Implementation Management. Candidates for this position may be required to work a schedule that could include nights and/or weekends.

Essential Job Functions

• Influence the highest quality onboarding experience for valued Vonage customers
• Creation of processes that drive improvements to installation services graduation rates
• Generate reports and analyze results and trends at the department, customer segment and employee levels
• Drive continuous improvement into the installation experience for Vonage customers
• Communicate, implement and support process change initiatives as directed by management
• Encouraging and responsive leadership style while overseeing direct reports
• Conduct recurring 1x1 meetings with assigned staff
• Lead weekly team meetings to disseminate company and department activity
• Conduct timely annual performance reviews  
• Complete time and attendance tasks in a timely manner in accordance with HR guidelines
• Collaborate cross-functionally with internal and external stakeholders to ensure a collaborative approach to customer management
• Resolve staff inquiries and complex customer issues
• Other duties as assigned

Key Result Areas

• Achievement of established team metrics including but not limited to
• Average workload/task management
• Completion and graduation of installed customers and installed revenue
• Quality Assurance reviews of completed installations
• Customer satisfaction measures
• Employee attendance management

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.