Program Manager - Digital Engagement | Csm

Vonage Engineering Mission:

We embody the notion of be what’s next now! We envision, develop and manage technology to connect the world. Our team brings excellence, passion, creativity and curiosity to the job. We look at the business environment and technologies in new and challenging ways, striving to develop and deliver integrated whole-system solutions to meet our customers’ ever-changing needs.

Role Overview

The Digital Engagement Program Manager will be responsible for retention and growth and satisfaction of Vonage’s SMB segment. The goal will be to increase the Net Revenue Retention (NRR) within this segment by launching targeted programs, initiatives and campaigns that have short and long term impacts to 3 key metrics: Churn, Down-sell and Upsell. This role is meant to address revenue performance at scale with a high emphasis on digital engagement, process improvement and automation.

What you will do:

• Improve the experience for customers resulting in improved financial performance.
• Work collaboratively with Care, Finance, Professional Services and other departments to ensure uniform cohesion, responsibilities and accountability
• Improving Net Promoter Score (NPS) through series of “wellness” and education based campaigns
• Increasing upsell growth
• Creating, documenting, launching and executing new initiatives and programs to customer base to improve Net Retention
• Summarize and report out on results, lessons learned and KPI’s per program to Vonage’s C-Level
• Decreasing churn at scale

What you will bring:

• 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
• Preferred experience with Gainsight
• 5+ years of Customer Success Experience
• Recent experience with Salesforce

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.