Expert Product Manager, Partner Management (UCaaS & CCaaS)

US - Work From Home

Company Overview:

At Vonage, we are revolutionizing customer and employee engagement through a unified, intelligent, and omni-channel platform that empowers exceptional customer and employee experiences. Our cutting-edge Contact Center as a Service (CCaaS) and Unified Communications as a Service (UCaaS) solutions deliver seamless integration, advanced omnichannel communications capabilities, and next-generation technology to meet the evolving demands of businesses worldwide. We are committed to driving transformation by providing innovative, customer-centric solutions that enable organizations to engage, interact, and deliver personalized service at scale.

As a rapidly growing software company, we are looking for a visionary Expert Product Manager of Strategic Partnerships to lead our technology partnership and solutions. This leadership role will directly influence how our CCaaS and UCaaS solutions combine with other industry leading solutions to transform industries and drive the most complete communications solutions in the market.

Role Overview:
The Expert Product Manager, Partner Management, will lead the strategy and execution of partner-driven integrations, with an initial focus on Microsoft Teams, within our CCaaS platform. You will work cross-functionally with internal teams, technology partners, and customers to deliver integrated solutions that drive customer success. This role requires a deep understanding of both the CCaaS industry and Microsoft Teams ecosystem, as well as the ability to manage strategic partner relationships and translate market needs into actionable product roadmaps.

Key Responsibilities:

  • Identify and cultivate strategic partnerships with technology vendors, service providers, and platform providers that expand the capabilities of our solution sets within the CCaaS / UCaaS / Customer Engagement ecosystems.
  • Identity, scope, and drive product integrations with strategic technology partners to deliver compelling and seamless customer experiences that differentiate our solutions in the marketplace.
  • Drive compliance and certification efforts to ensure favorable placement of our solutions within partner ecosystems.
  • Act as the main point of contact for partner-related escalations and resolve technical and operational issues promptly.
  • Leverage partner relationships to expand our sales, marketing, installation, and support capabilities leveraging their ecosystem of partners.
  • Define and drive the appropriate level of integration for our CCaaS and UCaaS products in the Microsoft Teams platform to maximize our sales into this market.

Product Roadmap & Execution:

  • Build, evangelize, and gain approval of business cases for future technology partnerships - including commercial terms as well as requirements for integration into Vonage CCaaS products.
  • Work closely with engineering and product teams to drive the prioritization and delivery of capabilities required for integration with partner solutions. 
  • Ensure product requirements and technical specifications are well-defined and align with both partner and customer expectations.

Cross-Functional Collaboration:

  • Work closely with sales, marketing, and customer success teams to ensure partner provided solutions are effectively marketed and supported.
  • Collaborate with the product marketing team to create go-to-market strategies for new integrations and features.
  • Work closely with our product enablement team  to ensure sales and support understands the offerings and can effectively sell and support integrated solutions.

Customer-Centric Focus:

  • Gather and analyze customer feedback to ensure that partner solutions and integrations meet the needs of customers.
  • Advocate for the customer within the product and partner management teams, ensuring customer pain points are addressed in new features and updates.

Qualifications:

  • Experience:
    • Minimum 5+ years of experience in product management within the CCaaS industry, with a strong focus on partner management and strategic integrations.
    • Minimum 3 years of experience managing strategic partner relationships and creating end to end B2B solutions within a SaaS company - ideally business communications or customer engagement focused companies.
    • Proven experience working with Microsoft Teams integrations, with knowledge of the various levels of integrations available within the Teams platform.
    • Nice to have:
      • Experience working with workforce management, CRM, and Outbound dialer solutions and companies.
      • Understanding of solution offerings from Azure, AWS and Google Cloud within the CCaaS and customer engagement market.
    • Strong analytical and problem-solving skills with the ability to translate complex technical requirements into clear business solutions.
    • Experience working with cross-functional teams in a fast-paced, agile environment.
    • Excellent written and verbal communication skills; experience presenting and defending business cases with executive leaders.

  • Education:
    • Bachelor’s degree in Business, Computer Science, Engineering, or a related field. An MBA or relevant advanced degree is a plus.

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