Customer Success Manager ll

3 years of previous experience as a high-performing individual contributor or leader in Customer Success, Professional Services, Technical Account Management or similar. Technical understanding of Vonage Contact Center, or similar CCaaS products. Experience in the Contact Center industry or working for a CCaaS technology provider. Outstanding interpersonal and communication skills. Collaborative approach and team player mentality. Analytical skills to evaluate and interpret product and service-related situations. Ability to thrive in a fast-paced environment. Excellent problem-solving skills. Strong individual collaborator with ability to manage own diary.

Manage a portfolio of clients, ensuring retention, adoption, and engagement. Develop strong client relationships as a trusted advisor. Cultivate relationships with key stakeholders to align our offering with their business objectives. Proactively handle customer-related projects and tasks. Educate customers on product, roadmap, and new releases. Collaborate with customers to build Success Plans. Conduct regular progress reviews (Annual, QBRs, Monthly Service, Business Process). Ensure customer business objectives and technical setup are documented and shared. Drive adoption for future growth and expansion. Act as the conduit for customer queries, working with internal departments for resolution. Collaborate cross-functionally with Sales, Product, and Technical Teams. Manage customer escalations with Product, Support, and Technical teams. Gather feedback through NPS and CSAT surveys. Collaborate with the CS Team, sharing best practices and supporting team members. Participate in or lead client engagement activities (webinars, lunch & learns). Actively engage in the CS Community. Be flexible with working at home, at a customer site or regional offices.