Account Growth Manager

Join Vonage and help us innovate cloud communications for businesses worldwide!Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
Why this role matters:
The Account Growth Manager (AGM) is an individual contributor role focused on driving revenue, margin, and quality performance for a book of 1-3 strategic messaging accounts, focusing on hyperscalers and algorithmic (algo) customers.
AGMs are responsible for technical routing strategy, margin optimization, and traffic performance on their accounts. By combining data-driven insights with routing expertise, AGMs ensure each account achieves the right cost vs. quality balance to maximize profitability and traffic share. Working as part of a triad with Sales Key Account Managers and Customer Success Managers (CSMs), AGMs own the technical-commercial performance layer, focusing on routing configurations, traffic monitoring, and margin improvements.
Your responsibilities;

Account Ownership: Manage the performance of 1-3 high-value accounts, focusing on routing quality, margin optimization, and traffic growth.
Revenue & Margin Optimization: Monitor account traffic daily, execute routing strategies, and implement initiatives to achieve defined financial targets.
Custom Routing Solutions: Design, test, and maintain routing configurations that align with each account\’s quality and cost expectations.
Account Intelligence: Analyze completion rates (CR), delivery trends, and market dynamics to identify routing and margin improvement opportunities.
Client Advocacy: Serve as the technical and commercial representative for assigned accounts, ensuring customer relationships are nurtured while coordinating internally to resolve routing or delivery escalations.
Triad Collaboration: Partner with Sales and Customer Success to deliver coordinated account plans, QBRs, and traffic performance reviews.
Operational Escalations: Serve as Tier 2/3 escalation point for routing and SMS quality issues, collaborating with Carrier Partnerships and technical teams.
Data-Driven Insights: Use Tableau and internal reporting to track account health, growth metrics, and quality KPIs.

A Day in the Life of an AGM

Morning: Review account dashboards to assess completion rates, traffic volumes, and margin performance. Identify anomalies or routing inefficiencies that require immediate attention
Midday: Align with your triad (Sales and Customer Success) to review account performance, update routing priorities, and prepare technical insights for upcoming QBRs.
Afternoon: Test routing optimizations, implement configuration changes, and collaborate with Carrier Partnerships to adjust supplier routes or pricing for improved margins.
End of Day: Summarize performance insights, update internal stakeholders on routing or margin trends, and prepare actionable interventions to foster account growth.

Experience: Experience in a comparable account management, technical routing role, or telecom/CPaaS experience
Technical Expertise: Proficiency in SMS routing, A2P messaging standards, and performance metrics such as CR and delivery success rates.
Analytical Strength: Ability to translate complex traffic data into actionable insights using tools like Tableau.
Collaboration Skills: Proven success partnering with cross-functional teams (Sales, Carrier Partnerships, and Operations).
Execution & Agility: Ability to manage high-pressure routing escalations and deliver timely solutions.

Vonage is a global cloud communications leader. And your talent will further help brands – such as Airbnb, Viber, WhatsApp, and Snapchat – accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

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