.Vonage Mission: Vonage is the emerging leader in the $100B+ cloud communications platform (CPaaS) market. Our Customers depend on our APIs and SDKs to connect with their customers all over the world, and rely on our contact centre and back office solutions to improve their interactions with end customers by ensuring quick and efficient engagement. As businesses continue to shift to a real-time, customer-centric communications model, we are experiencing a time of impressive growth.WHY THIS ROLE MATTERS The Customer Onboarding Specialist will work within the Customer Operations team, and will provide direct support and guidance to new and existing customers. The role is within a small operational team and will have responsibility for overseeing the commercial and technical implementation of some of our most exciting products. The role requires attention to detail, process orientation, problem solving, and the ability to break down complex problems into easily understandable steps and instructions. This role will work cross functionally with our Deal Desk, Pricing Implementations, Finance, and Product teams to ensure our managed customers receive outstanding and efficient support.WHAT YOU WILL DOMaster the end to end onboarding process for several of our core products.Guide customers through the onboarding journey, actively identifying and resolving any potential issues; facilitate resolution calls with customers; and liaise with external teams to ensure on-time delivery.Optimize onboarding set up activities in several dashboard systems, for our customers to go live with some of our products.Deliver exceptional internal and external customer support.Engage with customers, clearly and effectively communicating next steps and translating a complicated process into easy to follow next steps.Advise Sales and any other stakeholders on onboarding process and best practices.Actively collaborate with cross functional teams (Operations, Sales, Support, Finance, Legal, Product, Carrier Services) to resolve any invoice dispute or other customers' commercial or financial issues.Work with Operational entities (Finance, Legal, Deal Desk, Product, Pricing Delivery, and Sales) to support any internal or external customer request.Identify and escalate any risks or issues, proactively finding solutions or alternatives.WHO WE AREAn organization for the 2020s. We are flexible, supportive, professional, creative, and demanding.A global team of smart, imaginative and self-motivated people working in a fast-paced environment.Problem solvers and technology disruptors. We lead change, seek out new ideas and different views. We want big and bold ideas to anticipate future needs.YOU AREFluent in EnglishDegree education. Bachelor's degree required, preferably in Business.A project manager, with exceptional ability to balance competing priorities.Process oriented and adaptable
