Why this role matters
The Customer Success Director is responsible for driving the ongoing satisfaction, adoption, enablement, and outcomes realization for Vonageâs top customers. They will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers.
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What you will do
Maintain a portfolio of accounts with low churn, high adoption, and high health scoresCollaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of product utilization, and enables true business value attainmentMaintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account teamManage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accountsSupport the marketing programs that develop customer specific case studies and referencesCollaborate cross-functionally to extend the reach and capability of the Customer Success teamCross Sell/Upsell other Vonage products and servicesExecute on growth strategies and drive demand for incremental solutions
What you will bring
Familiarity with customer success organizationsStrong orientation toward problem solving with a systematic and managed approachExtensive interaction with sales, engineering, product development, and other members of cross-functional teamsUrgency in execution and tendency toward speed with ability to adapt and changeStrong empathy for customersExcellent verbal/written communication and organizational skillsStrong business acumen including experience working in a B2B environmentProven ability to influence through persuasion, negotiation, and consensus buildingExercise independent judgment in methods, techniques, and evaluation criteria for obtaining resultsStrong executive presence / relationship buildingTechnical aptitude with an ability to understand SaaS and software business models
What is required:
Bachelor’s Degree5+ years of Customer Success or Account Management experienceExperience driving usage and adoption of software servicesExperience with Unified Communications, Contact Center, and Communications APIs preferred SaaS experience required Customer Success certification(s) is a bonus Knowledge of Salesforce CRM is a bonus Knowledge of Gainsight is a bonus
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.