Account Director - CRM / Marketing in Hampshire

Join Vonage and help us innovate cloud communications for businesses worldwide! The Account Manager role at Vonage is pivotal. As an internal champion, you will coordinate the cross-functional motions required for sustained customer success and growth. This is a position to join our Account Management team where you will be managing a portfolio of our larger customers predominantly within our CCaaS portfolio, targeted on customer retention, cross & up-selling into your base.

Maintain a portfolio of accounts with low churn, high adoption, and high health scores. 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. Regularly perform Executive Business Reviews to customers' C-suite.

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. 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. 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.

Qualifications:

• 5+ Years of prior experience in consultative, solution selling to business clients, prior account management experience, or familiarity with customer success organizations
• Background of Managing Mid Market to Enterprise size Accounts
• Experience and ability to interact with and influence C-level executives
• Strong empathy for customers and relationship-building skills
• Technical aptitude with an ability to understand SaaS and software business models
• Knowledge of Salesforce CRM
• 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
• Excellent communication skills, including writing, speaking, and listening
• Build and maintain solid and lasting customer relationships
• 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

This position offers a hybrid work arrangement based out of our Basingstoke office. Legal authorization to work in the UK is required.