Managed Service Consultant

OptiRoi Media; Basingstoke; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a Managed Service Consultant to enhance customer success through effective management of Vonage platform accounts. In this role, you will assist customers with their call plans, provide training, and ensure they leverage new features effectively. This position offers a fantastic opportunity for career growth in a collaborative environment, where your contributions will directly impact customer satisfaction and retention. If you thrive in a fast-paced setting and are passionate about delivering exceptional service, this role is perfect for you.

Benefits

Career advancement opportunities

Collaborative work environment

Volunteering days

Tuition reimbursement

Qualifications

• 2-3 years of experience in a customer-facing role, preferably in support.
• Technical knowledge of internal networks and infrastructure.

Responsibilities

• Assist customers with changes to their Vonage call plans via phone and web.
• Support webinar training sessions and provide administrative support.

Skills

Customer Service

Communication

Problem Solving

Self-motivation

Education

HND or NVQ in technical discipline

Job description

We help customers succeed through the successful delivery of our entire portfolio of solutions. Our customers expect products and services to arrive on time, within budget and in line with technical, operational and functional expectations. Our job is to make sure this happens. We apply customer, business, technical and service understanding to orchestrate a holistic and unified company approach to developing and delivering what our customers need and expect. We integrate Vonage capabilities with customer requirements and work with them to install, configure, educate and train. Their success is our success.

YOUR ROLE

Through our Managed Services offering Vonage supports our customers with the day to day management of their Vonage Platform accounts. This includes managing MACS (Moves, Adds and Changes to users and call plans) and basic reporting requests. The Managed Service Consultant will be responsible for managing incoming requests within SLA, handling the required work and providing feedback to customers. This is a great opportunity for an ambitious individual to advance his or her career.

YOUR MAIN RESPONSIBILITIES

• Primary responsibility is to assist customers via the phone and web conferences to help them make changes on their Vonage call plans and reports.
• Support webinar training sessions, where many customers will join a webinar at the same time.
• Keep up to date on new releases and help customers benefit from new features.
• Utilise Managed Service metrics to determine customers who are not adopting and may not renew, with a view to proactively reaching out to offer assistance.
• Provide administrative and operational support for the Customer and other team members within the Customer Success/Shared Services department.
• Use initiative and judgement within established guidelines.
• Providing best practice to customers on Vonage configuration/usage.
• Create and update documentation as agreed with the Customer Success Manager to help facilitate high touch customer success engagements, such as Executive Business and Service Reviews (EBR/SR).
• Complete follow up activities with both internal and external clients.
• Be able to triage issues and ensure that support requests go to the correct team.
• Organize, prioritise and coordinate multiple work activities with the ability to meet deadlines.
• Awareness of customer value in terms of ARR and churn values.
• Awareness of a customer contract status and pending renewals.
• Good judgement needed on ascertaining when to charge customers for new features and additional professional services work (i.e. beyond the remit of advice & guidance).
• Assist other team members and wider department.

DESIRED QUALIFICATIONS AND EXPERIENCE

• HND or NVQ in technical discipline.
• 2-3 Years’ Experience in customer facing role such as support.
• Internal network and infrastructure knowledge.

THE CHARACTER TRAITS WE’RE LOOKING FOR

• Self-motivated and driven.
• Detail oriented.
• Enjoy working in a fast-paced, high growth environment.
• Able to work collaboratively within different teams and with differing levels of seniority.
• Self-starting and able to self-manage.

WHAT IS IN IT FOR YOU

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including volunteering days and tuition reimbursement.

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