New

SMB Account Manager

Basingstoke, UK

Vonage Sales Mission

We strive to innovate and enhance our customers’ ability to communicate within today’s digital, cloud and real-time business environments. Our team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.

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

IF THIS SOUNDS LIKE YOU, CONTINUE READING BELOW...

What you'll do

  • 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.
  • 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

  • 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.

What's required for application

  • Strong empathy for customers and relationship-building skills.
  • Experience and ability to interact with and influence C-level executives.
  • 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.
  • Prior experience in consultative, solution selling to business clients, prior account management experience, or familiarity with customer success organizations. 
  • Knowledge of Salesforce CRM is a bonus.

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.

 

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Vonage’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.