SMB Account Manager

We strive to innovate and enhance our customers ability to communicate within todays 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 Account Manager role at Vonage is pivotal. You will be at the forefront of driving our customers' ongoing satisfaction, adoption, enablement, and realization of value outcomes. As an internal champion, you will coordinate the cross-functional motions required for sustained customer success and growth. Your key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers.This is a position to join our SMB Account Management team where you will be managing a portfolio of customers predominantly within our CCaas portfolio & targeted on customer retention, cross & up-selling into your base.
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What you'll do

Maintain a portfolio of accounts with low churn, high adoption, and high health scores.
Develop strong partnerships with your customers.
Collaborate cross-functionally to guide customers through an optimal customer journey that engenders strong satisfaction, supports high levels of product utilisation, and enables actual business value attainment.
Work with customers to identify additional business opportunities, to meet new needs, and/or to upsell into existing accounts.
Develop account/territory selling strategies.
Provide accurate sales and net retention forecasts and reports to management in a timely and consistent manner.
Responsible for all contract renewals within your account base
Presenting contract proposals & leading commercial negotiations.
Identify customer issues and work with internal technical and support teams to develop issue resolution plans, milestones, and review points.
Manage and reconcile demands across various and diverse internal groups to achieve desired results for the customer's benefit.
Meet monthly revenue and customer retention goals; ensure Vonage sustains incumbency in existing accounts.
Document customer responses to outreach efforts and issue resolution progress providing feedback to care, service delivery, program management and finance to ensure all customer inquiries are rightfully addressed.
Work with fellow team members to identify process effectiveness and efficiency improvement opportunities.
Support team efforts to analyze customer base coverage models, generating routes for improvement.
Leverage working relationships with internal product, sales, and marketing teams to address customer needs and inquiries.

Understanding of the full range of products and services provided by Vonage Business.
Demonstrated proficiency in all areas of Account Management
Strong interpersonal, communication, and commercial skills.
Analytical skills to evaluate and interpret product and service-related situations.
Familiarity with Salesforce.com and Slack and other communication tools.
Excellent communication skills, including writing, speaking and listening.
Ability to:

Build and maintain solid and lasting customer relationships
Evidenced example of upsell and cross selling within the SaaS arena
Overcome objections of prospective customers.
Handle unsolicited prospect visits, calls and contacts and turn them into positive revenue attainment.
Create convincing proposals and documentation.
Apply analytical skills to evaluate and interpret complex channel, partner, product and sales-related situations.
Work cross-functionally to coordinate and integrate diverse teams and inputs into sales-focused strategy development.

What's required for application

Strong empathy for customers and relationship-building skills.
Experience and ability to interact with and influence C-level executives.
Excellent presentation skills, including preparation, documentation and accurate follow-up as needed.
Strong orientation toward problem-solving with a systematic and managed approach.
Technical aptitude with an ability to understand SaaS and software business models.
Prior experience in consultative, solution selling to business clients, prior account management experience, or familiarity with customer success organizations.
Knowledge of Salesforce CRM is a bonus.

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.