Technical Customer Success Manager

1 month ago

Atlanta, Georgia, United States Vonage Full time
About the Role

Vonage is revolutionizing customer service by empowering clients to achieve their business goals. As a Customer Success Manager, you will play a pivotal role in ensuring our customers receive unparalleled support and guidance to maximize the potential of our product.

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.
Requirements
  • 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, Account Management or similar.
  • Technical understanding of Vonage Contact Center, or similar CCaaS products preferred.
  • Experience in the Contact Center industry or working for a CCaaS technology provider preferred.

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