Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage's fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely - providing the flexibility required to create meaningful engagements.

 

Job Description

As an Account Retention Alliance Manager, your main objective is to preserve existing accounts and reduce churn by cultivating strategic partnerships with Salesforce. Rather than generating new leads, your role centers on sustaining and nurturing relationships with our current clients. This involves working closely with Salesforce to strengthen our market position, minimize customer attrition, and support the account managers in maximising upselling opportunities.

 

Key Responsibilities:

  • Facilitate collaboration between Vonage Account Managers and Salesforce.
  • Develop and execute a clear engagement plan on a rolling quarterly basis.
  • Alleviate customer churn.
  • Take proactive steps to educate Vonage Account Managers on the latest product offerings that align with Salesforce's Go-to-Market strategy, ensuring these solutions best suit our customers.
  • Participate actively in the broader alliance team's activities aligned with Salesforce, promoting and encouraging existing customer engagement.
  • Meet NRR targets

 

What You'll Do:

 

  • Create a groundbreaking Alliance with Salesforce tailored to our current customer base.
  • Oversee partnership with Salesforce UKI & EMEA, strategising and executing key tactics that yield mutual advantages for our AMs and Salesforce.
  • Proactively identify potential risks that may impede customers from achieving their business objectives with Vonage. Work closely with the AM team to create a thorough risk mitigation strategy.
  • Discover fresh market opportunities for our customers through alliances with Salesforce AE’s
  • Encourage and facilitate relationships for Vonage AMs with Salesforce 
  • Collaborate with Vonage's Partner Marketing team to implement revenue-generating campaigns within our customer base.
  • Provide regular status updates to Vonage management, including partner forecasts and customer retention information.
  • Drive business value and innovation for customers by comprehensively understanding their core business challenges and growth potential, via collaboration with Vonage Account Managers.
  • Cultivates and solidifies executive-level relationships within the Salesforce Eco-system 
  • When necessary, suggests the engagement of additional Salesforce advisory experts.
  • Consistently communicates technical product changes and other relevant updates from Salesforce to Vonage  AM team. 

 

Skills, Knowledge, and Expertise

 

  • Experience within the Salesforce ecosystem.
  • Account Management Experience 
  • Strong analytical, communication, written, and presentation skills.
  • Ability to generate and track and achieve quarterly targets.
  • Demonstrated capability to identify and develop business opportunities.
  • Effective time management and self-motivation skills.
  • 5+ years of experience in alliances or Account management role
  • Network and references within the Salesforce community.

 

Key Measures of Success:

 

  • Continuous improvement mindset, actively seeking and implementing best practices.
  • Ability to work independently with minimal supervision.
  • Strong organisational and time management abilities.
  • Stay up to date with the latest plans, developments, and changes within the Salesforce ecosystem
  • Willingness to travel to events and meetings as required.
  • Champion our company values of Accountability, Collaboration, Trust, and Excellence in all aspects of work.

 

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