Offer summary

Qualifications:

2+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS or CPaaS company., Familiarity with APIs and cloud communications., Strong communication skills and a customer-centric mindset., Ability to analyze customer usage data and work collaboratively across teams..

Key responsabilities:

Build and maintain strong relationships with key stakeholders as a trusted advisor.

Develop success plans aligned with customer goals to drive business value.

Monitor API usage patterns and provide best practices for optimization.

Act as the voice of the customer, collaborating with internal teams to enhance the customer experience.

Job description

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

About Vonage API

Vonage API is a global leader in Communications Platform as a Service (CPaaS), enabling businesses to seamlessly integrate messaging, voice, video, and authentication capabilities into their applications. Our mission is to power meaningful conversations and connections through innovative cloud communications solutions.

Job Overview

As a Customer Success Manager (CSM) at Vonage API, you will play a critical role in ensuring our customers achieve their business objectives through our API solutions. You will be responsible for driving adoption of our communication APIs, fostering strong customer relationships, and ensuring long-term customer satisfaction and retention. This role requires a proactive, customer-centric approach with a strong understanding of CPaaS solutions and how they deliver value to businesses.

Key Responsibilities

Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and strategic partner.
Customer Advocacy & Success Planning: Understand customer goals, develop success plans, and align API solutions to drive business value.
Product Adoption & Optimization: Monitor usage patterns, identify opportunities for expansion, and provide best practices to maximize API adoption.
Proactive Engagement & Issue Resolution: Act as the voice of the customer within Vonage, collaborating with support, product, and engineering teams to address challenges and improve the customer experience.
Renewals & Expansion: Identify upsell and cross-sell opportunities to drive revenue growth and customer retention.
Training & Enablement: Provide ongoing education and resources to ensure customers are leveraging the full potential of Vonage API solutions.
Feedback & Insights: Collect and relay customer feedback to internal teams to influence product improvements and roadmap priorities.

Qualifications & Skills

Experience: 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS, CPaaS, or technology-driven company.
Technical Acumen: Familiarity with APIs, cloud communications, and software integration processes.
Customer-Centric Mindset: A strong passion for customer success and the ability to foster meaningful relationships.
Communication & Problem-Solving: Excellent verbal and written communication skills with a strategic problem-solving approach.
Collaboration: Ability to work cross-functionally with product, sales, and support teams to drive customer success.
Data-Driven Approach: Comfortable analyzing customer usage data to identify trends and opportunities.
Adaptability & Proactiveness: Ability to thrive in a fast-paced environment and proactively address customer needs.

Why Join Vonage API?

Be part of a cutting-edge technology company driving digital transformation.
Work with a talented and passionate team dedicated to customer success.
Opportunity to make a significant impact on customer experiences and business growth.
Competitive salary, benefits, and career growth opportunities.

Join us in shaping the future of cloud communications! Apply today to become a Customer Success Manager at Vonage API.

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There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

At Vonage, our mission is to accelerate the way the world connects. As an emerging leader in the $10B+ cloud communications platform (CPaaS) market, we empower businesses to connect better with their customers, employees, and partners through transformative communications experiences. Our innovative solutions span messaging, voice, video, and data technologies, providing seamless and engaging interactions for customers like Airbnb, Viber, WhatsApp, and Snapchat.

Join us to be part of a dynamic team committed to shaping the future of connectivity!

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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