Account Manager (Mid-Market UC/CCaaS)

Vonage; Basingstoke; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Account Manager to drive customer satisfaction and retention in a dynamic environment. This pivotal role involves managing a portfolio of larger clients, ensuring high adoption rates, and identifying upsell opportunities. You will collaborate with internal teams to deliver exceptional customer experiences and achieve business objectives. If you have a passion for consultative selling and a knack for building lasting relationships, this is the perfect opportunity to make a significant impact in the cloud communications space. Join a forward-thinking company that values innovation and customer success!

Benefits

Legal & General Pension

Life Assurance

Income Protection

Private Medical & Dental Insurance

Free Eye Tests

Shopping Discounts

Optum Employee Assistance Programme

Unlimited Discretionary Time Off

Three Paid Volunteer Days a Year

Qualifications

• 5+ years of experience in consultative selling to business clients.
• Strong track record of meeting and exceeding targets.
• Ability to interact with and influence C-level executives.

Responsibilities

• Maintain a portfolio of accounts with low churn and high adoption.
• Collaborate cross-functionally to guide customers through their journey.
• Meet monthly revenue and customer retention goals.

Skills

Consultative Selling

Account Management

Customer Relationship Building

Presentation Skills

Problem-Solving

Technical Aptitude

Interpersonal Skills

Analytical Skills

Education

Bachelor's Degree

Tools

Salesforce CRM

Slack

Job description

Join Vonage and help us innovate cloud communications for businesses worldwide!

About Vonage
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

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 Account Management team where you will be managing a portfolio of our larger customers predominantly within our CCaas portfolio & targeted on customer retention, cross & up-selling into your base.

In This Role, You’ll

• 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.
• Regularly perform Executive Business Reviews to customers C-suite.
• 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.

What You’ll Bring

• 5+ Years of prior experience in consultative, solution selling to business clients, prior account management experience, or familiarity with customer success organizations.
• Background of Managing Mid Market to Enterprise size Accounts.
• Strong track record of meeting and exceeding targets.
• Experience and ability to interact with and influence C-level executives.
• Strong empathy for customers and relationship-building skills.
• 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.
• Knowledge of Salesforce CRM.

Desirable

• 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.

How You Will Benefit

• Legal & General Pension.
• Life Assurance.
• Income Protection.
• Private Medical & Dental Insurance.
• Eligible for Free Eye Tests.
• Shopping Discounts.
• Optum Employee Assistance Programme.
• Unlimited Discretionary Time Off.
• Three Paid Volunteer Days a Year.

Where You Will Work

This position offers a hybrid work arrangement based out of our Basingstoke office. Sponsorship is not available. Legal authorization to work in the UK is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening.

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.

Who We Are

At Vonage, our mission is to accelerate the way the world connects. As an emerging leader in the $10B+ cloud communications platform (CPaaS) market, we empower businesses to connect better with their customers, employees, and partners through transformative communications experiences. Our innovative solutions span messaging, voice, video, and data technologies, providing seamless and engaging interactions for customers like Airbnb, Viber, WhatsApp, and Snapchat.

Join us to be part of a dynamic team committed to shaping the future of connectivity!

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.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Sales and Business Development
• Industries: IT Services and IT Consulting