As a Customer Success Manager - SMB, you will be responsible for the retention and growth of an assigned group of valuable business customers. Your goal will be to educate these customers on Vonage contact center products and services, grow their accounts, and retain their business long term. You will be responsible for assessing the needs of current customers and uncovering opportunities to act as a trusted business advisor while driving renewals of an existing customer base.
Meet monthly revenue and customer retention goals to ensure that Vonage sustains incumbency in existing accounts.
Maintain an accurate forecast of customer renewal and growth opportunities.
Ensure high retention of customer base by driving on-time contract renewals.
Serve as day-to-day liaison with assigned contact center customers to ensure successful and timely completion of customer requests.
Identify customer issues and work with internal technical and support teams to develop issue resolution plans, milestones and review points.
Maintain regular contact with customer base to ensure early detection of risk and opportunities
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.
Familiarity with customer success organizations
Previous experience driving contract renewals on existing customer base
Previous experience with contact center software
Strong orientation toward problem solving with a systematic and managed approach
Ability to interact with sales, engineering, product development, and other members of cross-functional teams
Urgency in execution and tendency toward speed with ability to adapt and change
Strong empathy for customers
Excellent verbal/written communication and organizational skills
2+ years of Customer Success, Renewal Manager, or Account Management experience
Experience with Unified Communications, Contact Center, and Communications APIs preferred
Knowledge of Salesforce CRM is a bonus
Knowledge of Gainsight is a bonus
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.
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.