Ensures achievement of growth and retention targets within the enterprise segment by developing new sales opportunities and executing on all customer demands. The CSS maintains strong ongoing relationships with the customer as well as the internal Vonage ecosystem, and is part of the account team that provides dedicated support. The CSS gives constant feedback to care, service delivery, program management, and finance to guarantee that all customer inquiries are rightfully addressed. The CSS also assists with triaging care related client escalations, shortening response and resolution timelines to better the customer experience.

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Your mission

  • Achieve KPI quotas for Logo/MRR Churn, Renewal MRR, and MRR/NRR Bookings
  • Work with care to address technical issues/escalations and facilitate resolutions
  • Serve as liaison between client and appropriate internal teams
  • Responds promptly and professionally to customer needs
  • Assist with LNP Provisioning/Ordering
  • Establish and maintain client relationships through regular weekly calls
  • Document client interactions and track record of ongoing/historical efforts
  • Monitor client ticketing queue, research and follow-up on relevant concerns
  • Identify and address trends that may impact client service levels
  • Works alongside the ESD to develop and execute on strategic customer initiatives

Requirements

  • Education Level: Bachelor’s Degree
  • Experience: 2+ Years
  • Excellent oral and written communication skills.
  • Strong problem solving skills.
  • Ability to meet deadlines and work efficiently in a fast paced, fluid environment.
  • Skilled in the operation of Windows applications (Word, Excel, Access, etc.)
  • Experience with CRM systems (Salesforce).
  • Experience with telecom industry.
  • Strong organization skills and attention to detail
  • Ability to multi-task.
  • Working knowledge of VoIP/UCaaS industry.
  • Experience with LNP processes.
  • Positive, Tenacious attitude.

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