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Customer Success Program Manager | Digital Engagement - Smb
Company | Vonage |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | IT Services and IT Consulting |
Expires | 2023-06-17 |
Posted at | 11 months ago |
Role Overview
- Work collaboratively with Care, Finance, Professional Services and other departments to ensure uniform cohesion, responsibilities and accountability
- Summarize and report out on results, lessons learned and KPI’s per program to Vonage’s C-Level
- Increasing upsell growth
- Improve the experience for customers resulting in improved financial performance.
- Creating, documenting, launching and executing new initiatives and programs to customer base to improve Net Retention
- Decreasing churn at scale
- Improving Net Promoter Score (NPS) through series of “wellness” and education based campaigns
- Recent experience with Salesforce
- Preferred experience with Gainsight
- 5+ years of Customer Success Experience
- Experience with tools leveraged to send mass communication, educate, inform, and market/campaign at scale
- Recent experience with digital customer engagement
- Extensive background on managing a large customer base (25,000+ customer) at scale
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