Business Process Outsourcing (BPO) Manager

Business Process Outsourcing Manager - Success Team

Role Overview: 

The Business Process Outsourcing Leader is a position which reports to the Director of Customer Success and will be responsible for the strategy and day to day management of the Vonage Business BPO customer success team.

This person will spearhead the continued growth of our outsourced partner in Latin America and EMEA and ensure that they're equipped with the necessary resources and support to provide excellent customer service to our existing customers.

As the BPO Manager, you will create a strategy to continue the development and growth of our outsourced partner network while serving as the day-to-day team lead to our current partners. You'll refine processes and metrics to better measure our overall performance within the BPO customer success team. This role is an opportunity to make a direct impact on our customer experience and become a key partner to internal teams at Vonage. This is a US based, remote position

 Key Responsibilities: 

• Act as day to day point of contact for our outsourced customer success partner(s)
• Partner with Director of Customer Success to create a long term retention and growth strategy for the customers managed by the BPO customer success team
• Ensure high NRR through retention and growth within the existing customer base
• Partner with cross functional stakeholders in customer success, product, support teams, and professional service teams to ensure all customer and CSM data is being used to make process/performance improvements 
• Establish vendor scorecard to help manage our network more efficiently 

Required Skills:

• Experience working with and managing multiple 3rd Party BPO companies
• 3+ years in senior customer success or account management roles
• Must have experience in performance management, 1:1, coaching and mentoring sales/CS teams
• Proficiency in Salesforce, Excel, Google suite (Gainsight experience is plus!)
• Work in UCaaS, CCaaS, SaaS, communications industry preferred

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.