Jobs at Vonage
563,258 open positions
Customer Success Operations Manager
Company: Vonage
Location: Remote
Posted Sep 13, 2023
Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.LI-MB1LI-REMOTE At the same time, we work within Vonage to develop customer-focused solutions and packages with immediate, revenue-generating appeal. The Client Services Advisor I is an individual contributor providing Client Services advice and support to an assigned group of customers.IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...What you will doClient ServicesEngage with customers to conduct periodic business service reviews.Perform basic customer data collection and base analytics as assigned.Identify customer issues and work with internal technical and support teams to develop issue resolutionplans, milestones and review points.Serve as day-to-day liaison with assigned customers to ensure successful and timely completion ofcustomer requests.Manage and reconcile demands across various and diverse internal groups to achieve desired results forthe benefit of the customer.Meet monthly revenue and customer retention goals; ensure that Vonage sustains incumbency inexisting accounts.Document customer responses to outreach efforts and issue resolution progress – providing feedback tocare, service delivery, program management and finance to guarantee that all customer inquiries arerightfully addressed.Work with fellow team members to identify process effectiveness and efficiency improvementopportunities.Business ExpansionCampaign targeted customer base through email, mass marketing and personal reach outs.Monitor customer response to communication outreach efforts, by program, product, geographic ordemographic fields.Work with customers to identify additional business opportunities, to meet new needs and/or to upsellinto existing accounts.Support team efforts to analyze customer base coverage models, generating routes for improvement.Team CollaborationDevelop strong working relationships with assigned customer representatives.Leverage working relationships with internal product, sales and marketing teams to address customerneeds and inquiries.What you will bringStrong interpersonal and communications skills.Analytical skills to evaluate and interpret product and service-related situations.Ability to:Build and maintain solid and lasting customer relationships.Thrive in a fast-paced environment.Prioritize multiple tasks and manage each within time constraints and deadlines.Dig into issues and problems to understand underlying causes.Desire to understand and gain expert knowledge of Vonage products and services.What is required for applicationBachelor’s Degree in a business, technology or related discipline.Prior experience (2-3 years) in consultative, solution selling to business clients, prior account management experience.What is in it for youIn 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. We develop industry-leading business relationships with our customers, helping them find the best solutions. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.Why this role mattersClient Services serves two primary purposes: solving customer problems and aligning Vonage products and services with customer business goals. Customer Success Operations ManagerRemote UKVonage Sales MissionWe strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment.
Carrier Operations Analyst
Company: Vonage
Location: Remote
Posted Sep 14, 2023
This includes business communication to outside partners and providers.Strong analytical, problem solving, organizational and interpersonal skills.The ability to build reports in our BI systems and to create SQL (beginner) queries.Ability to:Multitask, work under pressure and meet tight deadlines.Interact and communicate with all levels of staff in both business and technical areas.Understand the full range of contract management obligations, including term definition, negotiation, change management and ongoing performance evaluation.Learn new systems and procedures quickly.What is required for application: RequiredBachelor’s Degree in Business, Maths, Information Systems or related field.Prior experience (2-3 years) in accounts reconciliation and Financial Management, Business Analysis or related position.Application Skills:SQL - BeginnerMicrosoft Excel - Advanced Google suite of application including Google Sheets - Advanced The Carrier Operations Analyst I works with cross-functional teams on a variety of operations-related projects, gaining valuable professional experience with multiple and varied business scenarios. IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….What you will do: Perform day-to-day relationship management with assigned carriers and local partners. Engage with team members, technical and business colleagues to ensure correct costings and pricing; working to maintain Vonage’s aggressive cost base.Analyse invoices from carrier partners and reconcile against our usage records.Support team projects to analyse and evaluate carrier / infrastructure changes – new market entrants, new service arrangements, third-party company changes, etc. – and how these might impact service and cost arrangements.To escalate invoice issues that need to be addressed by higher management.To work closely with the Carrier Management and the Carrier Account Manager Teams to ensure we work with carriers in a partnership and address cost issues professionally.What you will bring: Knowledge of essential telecommunications areas of service, invoicing cycles and cost structure.Excellent mathematics and numerical skills; ideally with a Finance bias.Excellent communication skills, including writing, speaking and listening. We leverage technical and business understanding to define the right carrier performance requirements from both operational and management standpoints. Our team members develop and apply business understanding and functional expertise to drive operational excellence to help ensure the organization achieves its short-term and long-term goals.Why this role matters: Vonage Carrier Operations ensures our telecommunications backbone infrastructure is up and running – ready and able to handle our customers’ communications needs worldwide. Our teams perform vital support and services in the areas of team administrative support, data analysis and reporting, business process improvement and knowledge management. Vonage Business Operations Mission: We support Vonage in delivering operational, process, project and financial performance.
Customer Success Operations Manager
Company: Vonage
Location: Other US Location
Posted Sep 13, 2023
Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.LI-MB1LI-REMOTE At the same time, we work within Vonage to develop customer-focused solutions and packages with immediate, revenue-generating appeal. The Client Services Advisor I is an individual contributor providing Client Services advice and support to an assigned group of customers.IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...What you will doClient ServicesEngage with customers to conduct periodic business service reviews.Perform basic customer data collection and base analytics as assigned.Identify customer issues and work with internal technical and support teams to develop issue resolutionplans, milestones and review points.Serve as day-to-day liaison with assigned customers to ensure successful and timely completion ofcustomer requests.Manage and reconcile demands across various and diverse internal groups to achieve desired results forthe benefit of the customer.Meet monthly revenue and customer retention goals; ensure that Vonage sustains incumbency inexisting accounts.Document customer responses to outreach efforts and issue resolution progress – providing feedback tocare, service delivery, program management and finance to guarantee that all customer inquiries arerightfully addressed.Work with fellow team members to identify process effectiveness and efficiency improvementopportunities.Business ExpansionCampaign targeted customer base through email, mass marketing and personal reach outs.Monitor customer response to communication outreach efforts, by program, product, geographic ordemographic fields.Work with customers to identify additional business opportunities, to meet new needs and/or to upsellinto existing accounts.Support team efforts to analyze customer base coverage models, generating routes for improvement.Team CollaborationDevelop strong working relationships with assigned customer representatives.Leverage working relationships with internal product, sales and marketing teams to address customerneeds and inquiries.What you will bringStrong interpersonal and communications skills.Analytical skills to evaluate and interpret product and service-related situations.Ability to:Build and maintain solid and lasting customer relationships.Thrive in a fast-paced environment.Prioritize multiple tasks and manage each within time constraints and deadlines.Dig into issues and problems to understand underlying causes.Desire to understand and gain expert knowledge of Vonage products and services.What is required for applicationBachelor’s Degree in a business, technology or related discipline.Prior experience (2-3 years) in consultative, solution selling to business clients, prior account management experience.What is in it for youIn 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. We develop industry-leading business relationships with our customers, helping them find the best solutions. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.Why this role mattersClient Services serves two primary purposes: solving customer problems and aligning Vonage products and services with customer business goals. Customer Success Operations ManagerRemote USA - EAST COASTVonage Sales MissionWe strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment.
Inside Sales Executive - Micro
Company: Vonage
Location: Atlanta, GA
Posted Sep 06, 2023
Vonage is looking for a Junior-level Sales Executive to join their Inside Sales team to drive growth by matching customers with their business communications solutions. The role involves working collaboratively with the Sales Development team, leveraging technology to optimize efficiency, and conducting high-level conversations with clients to address their needs.
Senior Product Manager
Company: Vonage
Location: Remote
Posted Sep 15, 2023
This role will own our backend messaging pipeline platform to ensure this is done.What you'll do:Scale Vonage’s messaging routing platformWork closely with your partners on Vonage’s engineering teams to develop and scale our industry-leading SMS & messaging routing platform and services to support thisGather requirements to ensure our routing platform scales to meet needs for the next 3-5 yearsDevelop innovative solutions to problems at scaleDefine the vision and roadmap for our Intelligent Routing Platform in synergy with the other product managers and the rest of the business needsUndertake Project Management responsibilities of cross functional development initiatives and go to market readinessWhat you'll bringDomain expertise in SMS & Messaging and/or Telco Routing enginesExperience in building large complex real-time operations at scaleSolid working knowledge of the technical and process characteristics and advantages of Vonage products and servicesAdvanced proficiency with the technical elements of product design, development, and applicationDemonstrated experience in delivering and executing a product vision in high-technology settingsUnderstanding of the competitive and upcoming technology landscapeHaving an Owner’s mindsetEnsure delivery of secure, high-quality, well-tested and scalable software to meet customer and business requirementsEnsure your product roadmap aligns with and supports broader organizational goals and objectivesAbility to:Develop solutions to complex technical, process, and end-user application issuesWork across all phases of the software development lifecycleArticulate investment requirements to make features or products successful in the marketLead presentations and conversations with clientsGather client requirements and identify underlying business problemsManage multiple priorities with accuracy and efficiency while meeting deadlines.Navigate ambiguityRequiredBachelor’s degree or higherPrior Product management experience - ideally 10-12 yearsPreferred Skills:MySQLLucidchart (or similar process design tool)Ability to read basic codeAbility to use APIs We apply business understanding, customer knowledge, and competitive awareness to collaborate with and lead efforts to envision, design, develop and execute state-of-the-art products and features. Our output changes the communications game through SMS & Messaging.Why this role mattersThe core of our Messaging & SMS Routing platform is to ensure our customer's messages get delivered in a timely manner. Senior Product Manager - SMS Routing PlatformVonage Product Management Mission: We bridge technology and the business needs to deliver new products and services to the market. We imagine the future and orchestrate cross-functional efforts to bring it to life.
Web Strategist
Company: Vonage
Location: Atlanta, GA
Posted Sep 08, 2023
Vonage Marketing Mission is a dynamic, results-driven team that creates and delivers content to engage global customers through various media. They leverage data to develop actionable marketing strategies and prioritize customer needs. The role involves defining web strategies for customer journeys, managing stakeholder relationships, and leading project prioritization. Required skills include stakeholder management, customer journey mapping, web strategy development, UX design, web analytics, project management, and communication skills. Familiarity with Adobe AEM, Adobe Analytics, Adobe Target, Monday.com, and Jira is beneficial.
VP, Human Resource (Chief of Staff)
Company: Vonage
Location: Remote
Posted Sep 10, 2023
The VP, Human Resources (Chief of Staff) at Vonage is responsible for leading the HR leadership team, overseeing DEI, Employee Experience, Future of Work & Talent Strategies. They will collaborate with various departments to ensure effective oversight and management of HR processes. The role requires comprehensive knowledge of HR disciplines, experience in global HR regulations, and strong problem-solving skills. Vonage offers competitive pay, benefits, and opportunities for career advancement.
Technical Support Engineer (VBE)
Company: Vonage
Location: Remote
Posted Sep 07, 2023
Vonage Technical Support Agents play a crucial role in ensuring customer satisfaction by diagnosing, troubleshooting, and resolving various technical issues. They communicate clearly with customers and teammates, meet metric goals in a high-volume call center environment, and document all necessary information. The role requires basic experience with SIP, TCP/IP, and network troubleshooting, as well as strong organizational and interpersonal skills. Vonage offers competitive pay, benefits, and opportunities for career advancement.
Junior Pricing Delivery Analyst
Company: Vonage
Location: Remote
Posted Sep 14, 2023
Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.LI-MB1LI-REMOTE You enjoy investigating small data sets and finding inconsistenciesComfortable in a fast pace, global & multicultural environmentLogical thinker, able to work autonomously and use initiativeFluent in EnglishNice to haveExperience in Finance departmentsExperience with Business IntelligenceWhat's in it for youIn addition to providing exciting work, career advancement opportunities, and a collaborative work environment.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. Methodical and meticulous with excellent attention to detailKnowledgeable about basic data analysis and curious to learn moreDelivery focusedNumerate and literate, with advanced excel skills. We are flexible, supportive, professional, creative, and demandingA global team of smart, imaginative and self-motivated people working in a fast paced environmentProblem solvers and technology disruptors. We lead change, seek out new ideas and different views. Bachelor’s degree required.Process oriented and adaptable. The candidate will also work closely with our SOX Compliance Manager to ensure all pricing activities are managed in a compliant way.IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...What you'll doUpload prices into various internal systems for all customersImplement updates to our default pricing for both products and featuresMaintain, adjust and correct pricing in the system as requiredDevelop expert level knowledge in our processes, and ensure the process has been followed before implementing pricing changesExplain pricing processes to other teams when queriedManage customer account information including billing and pricing informationPerform daily pricing checks to ensure rates are correctly uploaded and compliantCollaborate with the Pricing Managers to gather data for analysis and reportingRunning and owning the analysisWork closely with our internal and external auditors, to provide any information around price changes as requiredWhat you'll bringDegree educated. We want big and bold ideas to anticipate future needsWhy this role mattersWe are currently looking for a Junior Pricing Delivery Analyst who will be responsible for data entry and maintaining our pricing for longtail and managed customers within the company’s pricing systems. Customers like Airbnb, Viber, Whatsapp, Snapchat, and many others depend on our APIs and SDKs to connect with their customers all over the world. As businesses continue to shift to a real-time, customer- entric communications model, we are experiencing a time of impressive growth.Who we areAn organization for the 2020s.
Technical Support Engineer (VBE)
Company: Vonage
Location: Remote
Posted Sep 06, 2023
Be accountable to deliverables and timelines.Learn quickly in a dynamic environmentExcellent communication skills, including writing, speaking, and listening.Strong analytical, problem solving and interpersonal skills.Ability to:Multitask, work under pressure, and meet tight deadlines.Quickly respond to customer inquiries, requests and issues.Communicate technical, process, and business information in language easily understood by diverse audiences.Investigate, troubleshoot, diagnose and resolve technical issues related to the Vonage suite.Demonstrate ability to adapt quickly to changing priorities in a dynamic troubleshooting environment.What's preferred (but not required) for application1-3 years of experience troubleshooting within an IP environment, including VoIPPrior experience (1+ years) in progressive skill development technical support roles.What's in it for youIn 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. The Technical Support Agent provides Customer Care support to a broad range of clients and/or multiple product areas.IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...What you'll do:Communicating clearly, consistently, and professionally with customers and teammates via phone and emailMeet metric goals in a high volume inbound/outbound call center environmentDocument customer issues, troubleshooting status updates, and resolution summaries.Process Move Add Change Delete requests and other billable changesSetup call flow as desired by customer and ensure documentation within CaseRaise awareness to leadership of large-scale impairments as inbound customer engagement may dictate.Follow up with customers to ensure ongoing high levels of satisfaction and meeting Vonage SLOs.Follow processes as outlined in IKBsFollow all guidelines and procedures as outlined in the Vonage Call Center environmentUnderstand complex call flows for customersHandle a variety of issues dealing with various platforms, operating systems, applications, inbound / outbound calling, caller ID, calling features, etc.What you'll bringBasic experience with SIP, TCP/IP and similar multimedia technologies and protocols.Basic knowledge and experience with network troubleshooting including LAN/WAN, Routers, Switches, TCP/IP.Basic understanding of the telecommunications service provider and SaaS industry sectors.Strong organizational and interpersonal skillsWork effectively in a team environment, as well as independently. Our global technical team, skilled in development, communications technology and troubleshooting, help our customers rapidly resolve any issues, publish online knowledge articles, and communicate proactively for any incidents that occur.Why this role mattersVonage Technical Support Agents work directly with customers to diagnose, troubleshoot, and repair end user system access, device issues, and first level troubleshooting steps in a call center environment. Through a choice of support offerings, we provide top-tier support for developers and enterprises. We are part of the team ensuring that Vonage customers get the functionality and reliability they expect and demand. The Vonage Technical Support Agent works to gather all details of the request to eliminate follow up engagement for added information. Vonage Customer Care Mission:We help our customers create innovative and delightful customer experiences using our programmable communication building blocks.
Expert Fraud Investigation Analyst
Company: Vonage
Location: Other US Location
Posted Sep 09, 2023
The job posting is for an Expert Fraud Investigation Manager at Vonage, responsible for leading anti-fraud initiatives, investigating fraudulent transactions, and developing strategic plans to prevent fraud. The role requires expertise in anti-fraud techniques, fraud screening software, and stakeholder management. The job offers competitive pay, benefits, and career advancement opportunities.
Carrier Operations Analyst
Company: Vonage
Location: Remote
Posted Sep 14, 2023
This includes business communication to outside partners and providers.Strong analytical, problem solving, organizational and interpersonal skills.The ability to build reports in our BI systems and to create SQL (beginner) queries.Ability to:Multitask, work under pressure and meet tight deadlines.Interact and communicate with all levels of staff in both business and technical areas.Understand the full range of contract management obligations, including term definition, negotiation, change management and ongoing performance evaluation.Learn new systems and procedures quickly.What is required for applicationRequired&9679; Bachelor’s Degree in Business, Maths, Information Systems or related field.&9679; Prior experience (2-3 years) in accounts reconciliation and Financial Management, Business Analysis or related position.Application SkillsSQL - BeginnerMicrosoft Excel - Advanced Google suite of application including Google Sheets - AdvancedWhat is in it for youIn 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. Potential Next Career Move: Snr Carrier Operations Analyst The Carrier Operations Analyst I works with cross-functional teams on a variety of operations-related projects, gaining valuable professional experience with multiple and varied business scenarios. IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….What you will doPerform day-to-day relationship management with assigned carriers and local partners. Engage with team members, technical and business colleagues to ensure correct costings and pricing; working to maintain Vonage’s aggressive cost base.Analyse invoices from carrier partners and reconcile against our usage records.Work to ensure invoices are accurate.Raise disputes against incorrect invoices.Maintain records of invoice discrepancies.Support team projects to analyse and evaluate carrier / infrastructure changes – new market entrants, new service arrangements, third-party company changes, etc. – and how these might impact service and cost arrangements.To escalate invoice issues that need to be addressed by higher management.To work closely with the Carrier Management and the Carrier Account Manager Teams to ensure we work with carriers in a partnership and address cost issues professionally. What you will bringKnowledge of essential telecommunications areas of service, invoicing cycles and cost structure.Excellent mathematics and numerical skills; ideally with a Finance bias.Excellent communication skills, including writing, speaking and listening. We leverage technical and business understanding to define the right carrier performance requirements from both operational and management standpoints. Our team members develop and apply business understanding and functional expertise to drive operational excellence to help ensure the organization achieves its short-term and long-term goals.Why this role mattersVonage Carrier Operations ensures our telecommunications backbone infrastructure is up and running – ready and able to handle our customers’ communications needs worldwide. Our teams perform vital support and services in the areas of team administrative support, data analysis and reporting, business process improvement and knowledge management. Vonage Business Operations Mission: We support Vonage in delivering operational, process, project and financial performance.