Customer Operations Manager (Onboarding Specialist)
Vonage Mission
Vonage is the emerging leader in the $100B+ cloud communications platform (CPaaS) market. Our Customers depend on our APIs and SDKs to connect with their customers all over the world, and rely on our contact centre and back office solutions to improve their interactions with end customers by ensuring quick and efficient engagement. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.
Why this role matters
The Customer Onboarding Specialist will work within the Customer Operations team, and will provide direct support and guidance to new and existing customers. The role is within a small operational team, and will have responsibility for overseeing the commercial and technical implementation of some of our most exciting products. The role requires attention to detail, process orientation, problem solving, and the ability to break down complex problems into easily understandable steps and instructions. This role will work cross functionally with our Deal Desk, Pricing Implementations, Finance, and Product teams to ensure our managed customers receive outstanding and efficient support.
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What you'll do
- Master the end to end onboarding process for several of our core products.
- Guide customers through the onboarding journey, actively identifying and resolving any potential issues; facilitate resolution calls with customers; and liaise with external teams to ensure on time delivery.
- Optimize onboarding set up activities in several dashboard systems, for our customers to go live with some of our products.
- Deliver exceptional internal and external customer support.
- Engage with customers, clearly and effectively communicating next steps and translating a complicated process into easy to follow next steps.
- Advise Sales and any other stakeholders on on-boarding process and best practices.
- Actively collaborate with cross functional teams (Operations, Sales, Support, Finance, Legal, Product, Carrier Services) to resolve any invoice dispute or other customers’ commercial or financial issues.
- Work with Operational entities (Finance, Legal, Deal Desk, Product, Pricing Delivery, and Sales) to support any internal or external customer request.
- Identify and escalate any risks or issues, proactively finding solutions or alternatives.
What's required for application
- Fluent in English.
- Degree education. Bachelor’s degree required, preferably in Business.
- A project manager, with exceptional ability to balance competing priorities
- Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines.
- Customer focused, always thinking about how to improve tools and customers for your internal and external customers.
- Numerate and literate, with advanced excel skills. You are a formula wizard, comfortable with using formulas to help you analyze data sets and find inconsistencies and solutions.
- Collaborative and friendly. You excel at communicating with diverse stakeholders.
- A problem solver. You proactively identify gaps and challenges, pitching solutions.
- Comfortable in a fast pace, global & multicultural environment.
Nice to have
- Top notch JIRA and Salesforce skills
- Experience in a tech company
- Familiarity with G-Suite
What's 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 unlimited discretionary time off and tuition reimbursement.
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.
