Customer Operations Manager Spain

Profile

Customer Operations Manager (Spain)
at Vonage
Spain - Remote
Customer Operations Manager (Customer Onboarding Specialist)
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 do
Master 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 on-boarding 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 are
An 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 are
Fluent in English
Degree education
. Bachelor’s degree required, preferably in Business
A project manager
, with exceptional ability to balance competing priorities
Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines
Customer focused
, always thinking about how to improve tools and customers for your internal and external customers
Numerate and literate, with advanced excel skills. You are a formula wizard, comfortable with using formulas to help you analyze data sets and find inconsistencies and solutions
Collaborative and friendly
. You excel at communicating with diverse stakeholders
A problem solver
. You proactively identify gaps and challenges, pitching solutions
Comfortable in a fast pace, global & multicultural environment
Nice to have
Top notch JIRA and Salesforce skill
Experience in a tech company
Familiarity with G-Suite
PERKS
Discretionary unlimited paid holidays
Matched pension
Life assurance
Income Protection
Payroll Giving for Charities
Private Medical
Dental & Eye Cover
Gym Membership Loan
Flexible working hours
Work laptop

Company info

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