Why this role matters
As a Success Manager, you'll foster key customer relationships, collaborating across teams to deliver innovative communication solutions. You'll drive customer outcomes, act as a trusted advisor, and identify growth opportunities.
What you'll do
- Build strong customer relationships, serving as the main point of contact and driving onboarding success plans.
- Advocate for customer needs and communicate effectively to drive solutions and growth.
- Educate customers on product features and functionality to enhance their business.
- Manage onboarding processes and advise customers on scaling their business effectively.
- Anticipate customer needs, track progress, and identify revenue opportunities.
- Address issues promptly and maintain proactive communication.
- Assist in marketing opportunities and collaborate across teams.
- Develop plans for increasing penetration and visibility at key customer accounts.
What you'll bring
- A robust customer-centric mindset and approach - making customers happy excites you
Experience in CPaaS / SaaS or communication APIs
- An understanding of how Professional Services/ Customer Success teams operate
- Detail oriented with excellent account management, time management and problem solving skills
- Exceptional written and verbal communication skills with a high-level of professionalism
- Pragmatic and realistic and can build strong internal working relationships to support customer delivery requirements
- Exceptional collaboration and teamwork skills
- Positive, proactive and solution oriented attitude to everything you do
What's required for application
4+ years experience in customer relationship or account management, with technical customer base experience. Fluent in Chinese (Mandarin) - speaking, reading and writing with experience working with customers in Mainland China
- Project/Program management experience with a track record of successful projects.
- Tech-savvy with CRM system familiarity and quantitative skills
- Willingness to travel internationally and work flexible hours.
- Intellectual curiosity and collaborative spirit.
- Bachelor's degree or higher in engineering or related field.
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.
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