Customer Activation Manager (API/CPaaS)

Who we are:

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.

Why this role matters:

Activation of customer revenue is critical both to their success with Vonage and the success of revenue achievement on the sales team. The Customer Activation Manager serves two primary purposes: build trust and understanding with new customers and aligning Vonage resources with customer activation goals to achieve revenue as scheduled or sooner. We develop industry-leading business relationships with our customers, helping them find the best solutions and take advantage of the resources we offer to them. At the same time, we work within Vonage to develop customer-focused solutions and packages with immediate, revenue-generating appeal. The Customer Activation Manager is an individual contributor providing activation management and support to opportunities within new and existing customers to Vonage.

In this role, you’ll:

• Engage with new customers to welcome them to Vonage and offer them resources available to them as they prepare to turn up services.
• Perform basic customer data collection including confirmation of services, resources they need and timing milestones for revenue activation. 
• Identify customer blockers and work with internal technical and support teams to develop issue resolution plans, milestones and review points.
• Serve as day-to-day liaison with assigned customers to ensure successful and timely completion of revenue activation activities.
• Create a tracking process to facilitate proper reporting to the Americas Sales leadership team and Account Managers as needed.
• Meet annual revenue goals which are based on new logo acquisition targets across the Americas sales region.
• Document customer responses in Salesforce providing feedback to
• sales leaders, the account manager and to other relevant team members and resources.
• Work with fellow team members to identify process effectiveness and efficiency improvement opportunities.
• Understand possible upsell opportunities from indirect customer communications and update in Salesforce for the benefit of the account manager continuing to upsell, following successful activation of the original services.
• Develop strong working relationships with assigned customer representatives
• Leverage working relationships with the Customer Solution Manager (CSM) team, internal product teams, sales teams to address customer needs and inquiries.

What you’ll bring:

Required

• Bachelor’s Degree in a business, technology or related discipline
• Prior experience (2-3 years) in consultative solution selling to business clients or prior account management experience
• Strong interpersonal and communications skills
• Analytical skills to evaluate and interpret product and service-related situations

Desirable

• Ability to:
• Build immediate customer relationships
• Build trust with new customers and give them resources and the confidence to activate services with Vonage on schedule
• 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 both with the customer and with Vonage
• Be helpful, available but empathetic to customer changes including those which might impact revenue
• Desire to understand and gain expert knowledge of Vonage products and services

How you’ll benefit:

• Medical, Vision, and Dental Coverage
• Health Savings Account (HSA)
• Income Protection
• Maternity & Paternity Leave
• 401(k) Contributions: Pre-Tax, Roth, or After-Tax Roth Options
• Unlimited Discretionary Time Off
• Three Paid Volunteer Days a Year
• Tuition Reimbursement
• Voluntary Legal Plan
• Optum Employee Assistance Program
• Discount on Auto, Home & Pet Insurance

Where you will work:

We are open to considering fully remote candidates located within the USA.

Sponsorship is not available. Legal authorization to work in the USA is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

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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