Enterprise Client Services Director/Account Manager

Vonage   •  

Scottsdale, AZ

Industry: Telecommunications

  •  

8 - 10 years

Posted 33 days ago

Why this role matters

Client Services serves two primary purposes: solving customer problems and aligning Vonage products and services with customer business goals. We develop industry-leading business relationships with our customers, helping them find the best solutions. At the same time, we work within Vonage to develop customer-focused solutions and packages with immediate, revenue-generating appeal. The Enterprise Client Services Director is a senior-level individual contributor responsible for managing the largest and most complex client accounts.

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW…….

What you will do

Business Services

  • Provide account sales advice and support across the company to address and resolve complex, significant and business critical issues.
  • Complete regular and recurring in-person, in-depth customer service reviews with all assigned
    customers.
  • Engage as a trusted advisor with customer senior leadership to understand strategic objectives, business priorities and where and how Vonage can add value.
  • Engage with a wide variety of customer stakeholders, from technical professionals to senior executives, to ensure a full and complete understanding of their experience with Vonage, their service expectations and potential areas for new business and revenue generation.
  • Work with internal technical and support teams to ensure customers receive best-in-class technical, process and product-specific consulting.
  • Serve as day-to-day customer liaison to ensure successful and timely completion of customer requests.
  • Manage and reconcile demands across various internal groups to achieve desired results for the benefit of the customer.
  • Meet monthly revenue and customer retention goals; ensure that Vonage sustains incumbency in existing accounts.
  • Lead efforts to identify process effectiveness and efficiency improvement opportunities.
  • Handle issues escalated from Client Services colleagues.
  • Contribute to improved Client Services metrics, reporting and evaluation.
  • Monitor client sales metrics to identify trends, progress and best practices; report to management on the health of specific accounts.

Business Expansion

  • Engage with clients to encourage their migration away from legacy and into new / enhanced business solutions.
  • Apply client understanding to propose and sell new products and services.
  • Work with internal customer-focused teams to design, develop and introduce new products and enhancements to address customer requests and priorities.
  • Leverage customer understanding to recommend product / service ideas to Vonage technical and support teams.

Team Collaboration

  • Nurture and maintain long-term influential relationships with senior-level customer decision-makers.
  • Apply in-depth customer insight and understanding to influence Vonage product, sales and marketing decisions.
  • Regularly train, coach and mentor Client Services team members.

What you will bring

  • Product knowledge of UCass, IasS, VoIP, WAN and LAN.
  • Strong interpersonal and communications skills.
  • Highly advanced account management / client services skills.
  • Demonstrated consultative selling experience.
  • Analytical skills to evaluate and interpret complex product and service-related situations.
  • Ability to:
    • Meet and exceed revenue targets.
    • Communicate technical information effectively and influentially with non-technical stakeholders.
    • Thrive in a fast-paced environment.
    • Prioritize multiple tasks and manage each within time constraints and deadlines.
    • Dig into issues and problems to understand underlying causes.
    • Understand the full range of Vonage products and services.

What is required for application

Required

  • Bachelor’s Degree in a business, technology or related discipline.
  • Prior experience (7+ years) in consultative, solution selling to business clients.

Preferred

  • Master’s Degree in business, technology or related discipline.
  • 4240457002