As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. Vonage API solutions empower organizations to build their custom omnichannel communications structure, allowing them to reach and engage customers on their preferred schedule and channel, including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.
Why this role mattersAs a Technical Account Manager, you will be the trusted advisor and strategic partner for a portfolio of enterprise accounts, driving platform adoption, long-term value, and revenue growth. This role demands a strong technical foundation; you must be fluent in APIs, comfortable in developer-facing conversations, and ideally bring hands-on experience from the CPaaS industry. You don’t just bridge the gap between technical complexity and business outcomes, you live in both worlds simultaneously.
Your key responsibilities- Serve as the primary point of contact for strategic enterprise accounts, building multi-threaded relationships from developers and product teams to C-suite executives
- Act as a credible technical voice in customer conversations, reviewing integration architectures, troubleshooting API implementations, and advising on best practices across Vonage’s full product portfolio (SMS, Voice, WhatsApp, RCS, Video, Verify...)
- Lead Quarterly Business Reviews (QBRs), proactively identify risks to customer health, and partner cross-functionally with Technical Experts, Product, and Engineering to resolve complex challenges
- Own revenue and direct margin growth for your book of business, forecasting accurately and executing retention and expansion strategies
- Develop outcome-driven success plans aligned to each customer’s business objectives, driving measurable platform adoption and long-term ROI
- Identify and develop upsell and cross-sell opportunities by connecting customer use cases to new or underutilised capabilities, working closely with Sales using usage data, health scores, and engagement metrics
- Collaborate with Technical Solutions Managers (TSMs) within a pod model for complex solutioning and escalations, while retaining full ownership of commercial outcomes
Required:
- 5+ years of experience in Technical Account Management, Customer Success, or a similar strategic customer-facing role with a strong technical background in APIs or developer-facing products
- Deep, hands-on knowledge of CPaaS or API platforms: messaging (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify solutions
- Solid understanding of REST APIs, webhooks, SDKs, and software integration patterns, comfortable reading API documentation and engaging in technical troubleshooting alongside customers
- Demonstrated track record of managing and growing complex enterprise accounts with significant ARR responsibility
- Exceptional communication skills, able to hold in-depth technical conversations with developers and engineers, and translate those same concepts clearly for business and executive audiences
- Data-driven mindset, proficient in using customer health scores, usage analytics, and engagement metrics to identify risk and growth opportunities (Salesforce, Gainsight, or equivalent)
- Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities
Experience we consider a plus:
- Direct experience at a CPaaS provider (e.g., Vonage, Twilio, Sinch, Infobip, MessageBird) - this is a strong differentiator
- Familiarity with conversational AI, chatbot platforms, or omnichannel engagement strategies
- Knowledge of VoIP, SIP, or WebRTC protocols
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field
- Opportunity to make a significant impact on strategic customer experiences and business growth.
- Competitive salary and meaningful career growth opportunities.
- Private Medical Insurance (Adeslas).
- Group Pension Plan (Generali).
- Life Insurance and Group Personal Accident (VidaCaixa).
- Ericsson Care Line.
- Discretionary Time Off (DTO).
#LI-MW1
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice.
Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
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.
Skills Required
- Fluency in English plus French, Spanish and/or German
- 8+ years in Customer Success, Technical Account Management, or similar strategic customer-facing role within a SaaS/CPaaS or technology company
- Hands-on familiarity with CPaaS products: messaging APIs (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify
- Strong understanding of REST APIs, webhooks, and SDKs
- Exceptional verbal and written communication skills, able to translate technical concepts for business audiences
- Proven ability to navigate complex, multi-stakeholder environments and drive alignment
- Data-driven: proficient in analyzing customer health scores, usage data, and engagement metrics
- Comfortable with CRM/CS platforms such as Salesforce or Gainsight
- Availability for regional travel (<5% of time) and flexibility to work outside regular business hours (~10% of time)
- Prior experience with global CPaaS providers (e.g., Vonage, Twilio, Sinch, MessageBird) or enterprise-scale integrations/high-volume traffic platforms
- Experience with conversational AI, chatbot platforms or omnichannel engagement strategies
- Familiarity with VoIP, SIP or WebRTC protocols
Vonage Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vonage and has not been reviewed or approved by Vonage.
-
Leave & Time Off Breadth — Leave programs include PTO/vacation, paid holidays, and maternity/paternity leave, with unlimited paid time off highlighted for many salaried roles. Paid sick leave is also available in some cases.
-
Healthcare Strength — Healthcare coverage includes medical, dental, and vision insurance alongside HSA and FSA options. Wellness-related offerings such as gym membership or reimbursement are available in some locations.
-
Flexible Benefits — Benefits extend to flexible schedules, work-from-home/telecommuting options, and ancillary protections like legal plans and voluntary auto, home, and pet insurance. Equipment support such as company-provided laptops is also noted.
Vonage Insights
What We Do
We’re making communications more flexible, intelligent, and personal, to help enterprises the world over stay ahead. We provide unified communications, contact centers and programmable communications APIs, built on the world's most flexible cloud communications platform.
Gallery
