Managed Services Manager

We help customers succeed through the successful delivery of our entire portfolio of solutions. Our customers expect products and services to arrive on time, within budget and in line with technical, operational and functional expectations. Our job is to make sure this happens. We apply customer, business, technical and service understanding to orchestrate a holistic and unified company approach to developing and delivering what our customers need and expect. We integrate Vonage capabilities with customer requirements and work with them to install, configure, educate and train. Their success is our success.

YOUR ROLE

Through our Managed Services offering Vonage supports our customers with the day to day management of their Vonage Platform accounts. This includes managing MACS (Moves, Adds and Changes to users and call plans) and basic reporting requests. The Managed Service Consultant will responsible for managing incoming requests within SLA, handling the required work and providing feedback to customers. This is a great opportunity for an ambitious individual to advance his or her career.

YOUR MAIN RESPONSIBILITIES

• Primary responsibility is to assist customers via the phone and web conferences to help them make small changes on their Vonage call plans and reports.
• Track managed services consultant’s utilisation and billable productivity.
• Oversee managed services project governance. 
• Support webinar training sessions, where many customers will join a webinar at the same time.
• Keep up to date on new releases and help customers get benefit from new features
• Utilise Managed Service metrics to determine customers who are not adopting and may not renew, with a view to proactively reaching out to offer assistance.
• Provide administrative and operational support for the Customer and other team members within the Customer Success/Shared Services department.
• Use initiative and judgement within established guidelines
• Providing best practice to customers on Vonage configuration/usage
• Create and update documentation as agreed with the Customer Success Manager to help facilitate high touch customer success engagements, such as Executive Business and Service Reviews (EBR/SR)
• Maintain Salesforce CRM
• Complete follow up activities with both internal and external clients.
• Be able to triage issues and ensure that support requests go to the correct team
• Organize, prioritise and coordinate multiple work activities with the ability to meet deadlines.
• Awareness of customer value in terms of ARR and churn values
• Awareness of a customer contract status and pending renewals
• Good judgement needed on ascertaining when to charge customers for new features and additional professional services work (i.e. beyond the remit of advice & guidance).
• Assist other team members and wider department

DESIRED QUALIFICATIONS AND EXPERIENCE

• Salesforce ADM 201
• HND or NVQ in technical discipline
• 2-3 Years’ Experience in customer facing role such as support
• Internal network and infrastructure knowledge
• Contact Centre (Customer Service/Inside Sales) experience

THE CHARACTER TRAITS WE’RE LOOKING FOR

• Self-motivated and driven
• Detail orientated
• Enjoy working in a fast-paced, high growth environment
• Able to work collaboratively within different teams and with differing levels of seniority
• Passionate about delivering excellence
• Self-starting and able to self-manage

WHAT IS 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 volunteering days and tuition reimbursement.