Managed Service Consultant

Vonage supports customers with managing their Vonage Platform accounts through the Managed Services offering which includes managing MACS and basic reporting requests. The Managed Service Consultant will be responsible for managing incoming requests within SLA, handling the required work and providing feedback to customers. The consultant also supports webinar training sessions, keeps up to date on new releases, and utilizes Managed Service metrics to determine customers who are not adopting. This role also provides administrative and operational support, best practices on Vonage configuration, documentation, and Salesforce CRM maintenance. The consultant must triage issues, prioritize work, and be aware of customer value, contract status, and when to charge for new features and services where good judgement is needed on ascertaining when to charge customers for new features and additional professional services work (i.e. beyond the remit of advice & guidance).