Technical Success Manager

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.
• Be flexible with working at home, at a customer site or sometimes at our regional offices when required.

What You'll 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.
• 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, Technical 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.

What You’ll Benefit From

• In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including Discretionary time off, Medical, Dental & Vision Insurance and 401(k).
• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.
• US Pay Transparency: $76,632—$100,579 USD