Customer Solutions Manager
Vonage
- Singapore
- Permanent
- Full-time
- Form strong relationships with customers to keep them fully engaged and supported throughout their relationship with us, liaising with both a technical and business focused audience.
- Be the Voice of the Customer - identify and quantify the key factors for Customer success and then communicate them effectively to drive the solutions provided by Vonage and develop a plan to meet said criteria based on regularly cadenced communications with your Customer (QBRs, Weekly Meetings, etc.)
- Provide business, technical, and product knowledge and develop/execute effective success plans to drive customer outcomes.
- Educate customers on how existing and new product features/functionality will contribute to the growth of their business bringing the relevant internal stakeholders if needed.
- Define and organize on-boarding kick-off with internal teams and with customers.
- Advise customers on how to get the most out of their solution to scale their business using our different features and services.
- Understand and anticipate customers' needs and goals; track customer progress against goals and report proactively on their health of their integration with our APIs
- Drive revenue growth by demonstrating value, identifying additional up-sell / cross-sell opportunities.
- Escalate any issue or risk that could reduce customer satisfaction and lead to negative revenue impact.
- Engage with a number of accounts simultaneously, be organized, setting priorities and demonstrating strong time management.
- Gather customer feedback related to product, ecosystem, vertical requirements and filter into relevant teams via agreed protocols to aid prioritization of roadmaps
- Review customers' satisfaction and health scores regularly to tackle any issues upfront and in a timely fashion.
- Proactively manage customer comms through platform maintenance or disruption to ensure they are fully informed with a high touch approach.
- Help drive participation in marketing opportunities such as case studies, newsletters, blogs, webinars and speaker opportunities for your customers with our team.
- Huge opportunity to work with cross functional teams to broaden your career experience and horizons.
- Develop a plan with the Account Management team to increase the penetration at your Key Customers that provides for better Vonage top management visibility.
- Be innovative and make an impact: on your customers, on your team, and on the company.
- A robust customer-centric mindset and approach - making customers happy excites you
- 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
- The ability to be self-driven, maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
- Pragmatic and realistic and can build strong internal working relationships to support customer delivery requirements
- Confidence and patience in face to face customer engagement, ability to lead internal and external meetings
- Exceptional collaboration and teamwork skills
- Instil trust and loyalty into the customer base
- Positive, proactive and solution oriented attitude to everything you do
- At least 4+ years experience working in a customer relationship management or customer facing account management role with technical customer base and corporate IT projects and processes.
- Fluent in English and additional language skills an advantage
- Experience in “Project Management" or "Program Management" with a track record of consistently driving successful customer projects and programs.
- A tech savvy mind, with a good understanding of the trends driving innovation in technology, particularly in mobile, cloud and consumer areas.
- Availability for international travel and the flexibility to work outside regular regional business hours if the need arises.
- Previous experience in using CRM systems such as Gainsight or Strikedeck and familiarity using tools like Jira, Tableau and Salesforce.
- A highly quantitative approach to understanding, measuring, and forecasting Customer behaviour and revenue
- Bachelor's degree (or equivalent) or higher
- Engineering qualification
- Intellectual curiosity with a strong interest in evolving technology
- Naturally collaborative spirit - ability to work as one team