Customer Operations Manager (Dispute Resolution)

Vonage is the emerging leader in the $100B+ cloud communications platform (CPaaS) market. 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-centric communications model, we are experiencing a time of impressive growth.

We are currently looking for a  Customer Operations Manager, who will provide direct support and guidance to the Sales team, while working cross functionally with our Deal Desk, Pricing Implementation, Finance, and other operational teams. The Customer Operations Manager will develop subject matter expertise on pricing models and processes to resolve customer disputes,  work on root cause analysis for systemic issues causing disputes and help facilitate the remediation of those gaps. The role is an individual contributor role within a small operational team. The role requires attention to detail, process orientation,  problem solving, and the ability to break down complex problems into easily understandable steps and instructions. Your contributions will be  key to delivering best in class customer experiences. 

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• Investigate customer invoice disputes through data analysis. Negotiate goodwill credit with the sales team and customer.
• Actively collaborate with cross functional teams (Operations, Sales, Support, Finance, Legal, Product, Carrier Services) to resolve any invoice dispute or other customers’ commercial or financial issues.
• Lead root cause analyses, working with stakeholders to identify systemic process or knowledge gaps leading to errors in billing. 
• Facilitate and project manage any remediation plans originating from the root cause analysis
• Support internal or external customer requests in collaboration with our operational teams, to improve customer experience
• Deliver best in class internal and external customer support

• • Fluent in English.
  • Degree education. Bachelor’s degree required, preferably in Business. 
  • Numerate and literate, with advanced excel skills. You are a formula wizard, comfortable with using formulas to help you analyze data sets and find inconsistencies and solutions. 
  • A junior project manager, with exceptional ability to balance competing priorities, manage stakeholder relations, communicate milestones,  and keep projects on track. 
  • Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines. 
  • Customer focused, always thinking about how to improve tools and customers for your internal and external customers.
  • Collaborative and friendly. You excel at communicating with diverse stakeholders. 
  • A problem solver. You proactively identify gaps and challenges, pitching solutions. You are curious and enjoy diving into complex issues and investigating until the root cause is identified and a plan to fix defined. 
  • Comfortable in a fast pace, global & multicultural environment.
  
  

  Nice to have

  
  
  • Top notch Salesforce skills 
  • Experience in a tech company
  • Familiarity with G-Suite

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.

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