Vonage Mission

We strive to innovate and enhance our customers’ ability to communicate within today’s digital, cloud and real-time business environments. Our 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 matters

Part of our pre-sales engineering group, the Technical Customer Solutions Manager collaborates with customers, sales leaders, solutions architects and engineers to deliver innovative communication solutions.   Using a consultative approach, the Technical Customer Solutions Manager is  a key provider of expert technical services, such as project management, implementation/ deployment, configuration and advisory sessions.


What you'll do

  • Technically onboard new customers , taking the designed customer solution to GA  
  • Plan and manage the customer’s project, migration,  deployment and ramp up.
  • Project manage virtual technical implementation, both with the client and internally.
  • Guidance through POC,  testing to full live adoption.
  • Technical configuration, ensuring account alignment to the client’s  business use case. 
  • Deliver a set of technical advisory services, sharing your expertise with the client.
  • Steer clients towards new generation Communication API’s  for Contact Centre or CRM solutions in SaaS or PaaS models
  • Bring  technical surveillance to a set of assigned Critical Accounts, enabling growth, ramp up, consistency - whilst mitigating churn risk.
  • Provide technical expertise to ensure that customer KPIs are met.
  • Handle complex and technical escalations through extended customer engagement 
  • Run technical audits, deep dives, provide content for and participate in QBRs
  • Use your creativity and curiosity to suggest new and alternative ways of approaching problems
  • Maintain a working knowledge of the industry and competitors in order to act as a valuable resource to the customer and sales team

What you'll bring

  • You know how to drive a deal to full ramp up, and you see what needs to be done.
  • Your diplomatic flair in your interactions with both clients and Vonage executives.
  • Your creativity and curiosity to approach challenges in new and alternative ways
  • Confident in customer engagements, ability to lead internally and externally.
  • You are structured and have project management skills
  • Delivery of technical advisory within a prescribed and timed engagement
  • Your ability to log and evidence your work and time in flux.
  • Independence and self starter, able to collaborate with peering functions.
  • Handling conflict confidently and professionally.
  • You work well both independently and collaboratively across the business.

What is required of you

  • Technology: 5+ years relevant experience  ( SaaS/CPaaS, API/SDKs, SMS,Video, Cloud, Storage, Data or Security).  
  • Experience in supporting clients using Video, WebRTC, Messaging and Voice in SaaS models. 
  • Video and WebRTC knowledge
  • Fluent Portuguese is a major plus if not a prerequisite.
  • You understand what, when and how the customer is looking to achieve and can design the steps and milestones to get there. 
  • Organizational skills, and the ability to work with a number of accounts simultaneously, setting priorities and demonstrating strong time management.
  • Know how to promote your advisory services internally and with the customer.
  • Self managing. Our CSMs conduct their business as if it was their own, are natural self–starters, and are assertive when it comes to setting boundaries.

What's 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.

Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Vonage are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.