Account Manager

Account Manager – Contact Center Focus
Vonage Sales Mission
We strive to innovate and enhance our customers' ability to communicate in today’s digital, cloud, and real-time business environment. Our Account Management team is composed of highly motivated, energetic, and customer-focused team members who specialize in expanding and retaining strategic accounts—with a strong emphasis on Contact Center solutions.

Why this role matters
Account Managers are critical to sustaining and growing Vonage’s footprint across key accounts. In this role, you will develop high-impact relationships with enterprise-level customers, negotiate complex renewals, and help clients realize the full value of Vonage Contact Center (VCC) solutions to achieve their business goals.

What you will do

Account Ownership & Retention

• Take ownership of strategic customer accounts with a strong focus on Contact Center solutions across various industries and segments.
  
• Lead renewal negotiations with a proactive, value-driven approach—ensuring long-term retention, revenue stability, and customer satisfaction.
  
• Build relationships with both technical stakeholders and senior executives to understand their contact center infrastructure, KPIs, and evolving service expectations.
  
• Serve as the primary point of contact for your accounts, coordinating with support, implementation, and product teams to ensure a seamless customer experience.
  
• Identify risks to account health early and take swift, strategic action to address concerns and maintain service continuity.
  
• Track and document renewal status, escalations, and solution alignment efforts to support internal visibility and planning.

Account Growth & Expansion

• Leverage account insights to recommend enhancements or upsells within the VCC product suite—such as AI features, workforce management, CRM integrations, and omnichannel tools.
  
• Execute outreach and engagement strategies tailored to customer needs, usage patterns, and business cycles.
  
• Partner with cross-functional teams to position new capabilities that address client priorities and drive incremental revenue.
  
• Advocate for customer needs internally and help shape product development based on real-world use cases and feedback.

Internal Collaboration

• Coordinate with internal teams to deliver best-in-class service for Contact Center accounts.
  
• Influence go-to-market strategies and messaging by sharing customer insight with product, marketing, and leadership teams.
  
• Support peers by sharing best practices and strategic guidance related to VCC renewals and expansion efforts.

What you will bring

• Expertise in Contact Center technologies and trends, including cloud platforms like Vonage Contact Center, Genesys, NICE, or Five9.
  
• Strong track record negotiating renewals and expanding enterprise-level accounts.
  
• Knowledge of UCaaS, CCaaS, VoIP, and CRM systems (e.g., Salesforce).
  
• Excellent communication, relationship-building, and problem-solving skills.
  
• Ability to:
  
• Build trust and credibility with technical and executive-level stakeholders.
  
• Manage complex projects and competing priorities in a fast-paced environment.
  
• Deliver tailored, consultative account strategies that align to customer goals.
  
• Collaborate effectively across functions to drive results.
  

What is required for application

• Bachelor’s degree in business communications, or a related field preferred but not required.
  
• 3+ years of experience in account management or solution selling, preferably in Contact Center, cloud communications, or SaaS.
  

What’s in it for you
 In addition to meaningful work, career advancement opportunities, and a collaborative culture, Vonage offers competitive compensation and unlimited discretionary time off. Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.