Client Success Director
Location: Holmdel Office, NJ (commuting distance) or McLean Office, VA (commuting distance)
Vonage Sales Mission: We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environments. Our team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.
Why this role matters:
The Customer Success Director (CSD) is responsible for driving the ongoing satisfaction, adoption enablement, and outcomes realization for Vonages's customers. They 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 enterprise customers.
IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW.
What you will do:
Maintain a portfolio of accounts with low churn, high adoption, and high health scores
Collaborate 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 attainment
Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team
Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
Lead the development and execution of customer success plans to achieve identified customer outcomes for a defined portfolio of accounts
Support the marketing programs that develop customer specific case studies and references
Continually work to evolve and improve the Customer Success discipline within and across Vonage
Collaborate cross-functionally to extend the reach and capability of the Customer Success team
Collaborate with sales to execute on growth strategies and drive demand for incremental solutions
What you will bring:
Familiarity with customer success organizations
Strong orientation toward problem solving with a systematic and managed approach
Extensive interaction with sales, engineering, product development, and other members of cross- functional teams
Urgency in execution and tendency toward speed with ability to adapt and change
Strong empathy for customers
Excellent verbal/written communication and organizational skills
Strong business acumen including experience working in a B2B environment
Proven ability to influence through persuasion, negotiation, and consensus building
Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
Strong executive presence / relationship building
Technical aptitude with an ability to understand SaaS and software business models
Drivers license/Willingness to travel
What is required for application:
Bachelor's Degree in a business, technology or related discipline.
10+ years of Customer Success, Account Management or Client Management experience
SaaS experience required
Master's Degree in business, technology or related discipline.
Experience with Unified Communications, Contact Center, and Communications APIs
Customer Success certification(s)
Knowledge of Salesforce CRM
Knowledge of Gainsight
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.
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. An
individual must demonstrate successful performance in their current position before being considered for promotion. In addition, in order to promote into a higher-level position, a business need for the promotion must exist and the candidate must be considered the most qualified person for the new position.