Vonage Professional Services Mission: We help customers succeed through the successful delivery of our entire portfolio of solutions. Our customers expect products and services to arrive on time, within budget and in line with technical, operational and functional expectations. Our job is to make sure this happens. We apply customer, business, technical and service understanding to orchestrate a holistic and unified company approach to developing and delivering what our customers need and expect. We integrate Vonage capabilities with customer requirements and work with them to install, configure, educate and train. Their success is our success. 

Why this role matters

We’re looking for a talented Professional Services Consultant to deliver outstanding client solutions. Your role will include understanding client requirements, uncovering what customer experience problems need solving and managing multiple project delivery with the added opportunity of global travel. The primary role of the PS Consultant is to provide solution implementation services, integration development, training, and associated consulting.  Given the nature of the job, the Consultant must be able to work both independently and in a team. The successful PS Consultant will quickly inspire the customer’s confidence in Vonage’s services and solutions through their product knowledge, applications expertise, creativity, integrity, responsiveness, and effective communication. 

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….

What you will do

  • Directing early solution consideration around gaps/risks, including the effective engagement of executives, Sales, Development, and Product Management.
  • Actively contribute to broader goals and growth beyond the scope of a single project by building relationships with both internal and external clients.
  • Create, review and manage project direction, approach and key deliverables.  Provide guidance to the client in making the right choice.
  • Lead and direct the project implementation activities with a goal of maximising the customer’s learning and ownership of the various tasks.
  • Lead major portions of large or medium engagements and lead small engagements autonomously.
  • Perform remote and on-site application configuration and support, including activities such as the implementation of new features, system upgrades or migrations, implementation of real-time and historical reporting, or CRM configuration.
  • Identify and pro-actively manage key risk areas.
  • Perform application discoveries, solution design, and product configuration to customer specific requirements.
  • Train customers in the use of product.
  • Recognise opportunities for Vonage to expand its presence in targeted markets and communicate sales leads to the appropriate account management.
  • Performance of all duties to maximise client satisfaction and growth of the business by generating client-billable activities and achieving target utilisation levels.
  • Continually grow your value by increasing your skills, knowledge and ability in leading edge technologies consistent with our business focus.

What you will bring

  • Strong understanding of the full range of products and services provided by Vonage.
  • Excellent communication skills, including writing, speaking and listening.
  • Superior presentation and facilitation skills. Proven ability to train customers in software applications
  • The ability to perform in a fast pace environment and possess the organisational skills to manage multiple
  • projects with tight deadlines effectively
  • Ability to:
    • Apply analytical skills to evaluate and interpret complex product and service-related situations.
    • Build and maintain solid and lasting customer relationships.
    • Thrive in a fast-paced environment.
    • Prioritise multiple tasks and manage each within time constraints and deadlines.
    • Dig into issues and problems to understand underlying causes.
  • Passionate about delivering excellence
  • Self-starting and able to self-manage

What is required for application

Desired

  • Experience of working as an implementation consultant deploying software solutions 
  • Experience operating in a professional services capacity, ideally serving clients directly.
  • Experience of working with APIs or JavaScript.
  • Experience of working with CRM systems, Contact Centre Operations, Cloud technologies, SaaS solutions, VoIP
  • Knowledge of Contact Centre Software such as Automatic Call Distribution, Call Recording, Management Reporting and Workforce Management
  • Driver’s license and be willing and able to travel at short notice

What is in it for you

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. An individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position.

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