Account Manager

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our Account Management team is composed of highly-motivated, energetic and customer-focused Team Members that expand and retain existing accounts.

Customer Success serves two primary purposes: solving customer problems and aligning Vonage products and services with customer business goals. We develop industry-leading business relationships with our customers, helping them find the best solutions.

The Account Manager is an individual contributor providing advice and support to an assigned group of customers.

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• Take ownership of customer accounts in small to medium business markets.
• Engage with a wide variety of customer stakeholders, from technical professionals to senior executives, to ensure a full and complete understanding of their experience with Vonage, their service expectations and potential areas for future engagement and revenue generation.
• Work with internal technical and support teams to ensure customers receive best-in-class technical, process and product-specific consulting.
• Serve as day-to-day customer liaison and lead point of contact to ensure successful and timely completion of customer requests.
• Manage and reconcile demands across various and diverse internal groups to achieve desired results for the benefit of the customer.
• Meet monthly revenue and customer retention goals; ensure that Vonage sustains incumbency in existing accounts.
• Document customer responses to outreach efforts and issue resolution progress – providing feedback to care, service delivery, program management and finance to guarantee that all customer inquiries are rightfully addressed.
• Lead efforts to identify process effectiveness and efficiency improvement opportunities.

• Campaign targeted customer base through email, mass marketing and personal reach outs.
• Work with customers to identify additional business opportunities to meet new needs and/or to upsell into existing accounts.
• Monitor customer response to communication outreach efforts, by program, product, geographic or demographic fields.
• Work with internal customer-focused teams to design, develop and introduce new products and enhancements to address customer requests and priorities.
• Leverage customer understanding to recommend product / service ideas to Vonage technical and support teams.

• Nurture and maintain long-term influential relationships with customer decision-makers.
• Apply in-depth customer insight and understanding to influence Vonage product, sales and marketing decisions.
• Provide advice and council to Account Management colleagues.

• Detailed product knowledge of UCass, IasS, VoIP, WAN and LAN.
• Strong 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.

• Bachelor’s Degree in a business, technology or related discipline.
• Prior experience (3+ years) in consultative, solution selling to business clients.

• 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.