Business Process Outsourcing (BPO) Manager

The Business Process Outsourcing Manager - Success Team is responsible for the strategy and day-to-day management of the Vonage Business BPO customer success team. They will oversee the growth of the outsourced partner network in Latin America and EMEA, ensuring they have the necessary resources to provide excellent customer service. The manager will also refine processes and metrics to measure the overall performance of the BPO customer success team and collaborate with internal teams to improve customer experience. This is a US-based remote position.

• Act as day to day point of contact for outsourced customer success partner(s)
• Partner with Director of Customer Success to create a long term retention and growth strategy for customers managed by the BPO customer success team
• Ensure high NRR (Net Revenue Retention) through retention and growth within the existing customer base
• Partner with cross functional stakeholders in customer success, product, support teams, and professional service teams to use customer and CSM data for process/performance improvements
• Establish vendor scorecard to manage the network more efficiently

• Experience working with and managing outsourced customer success partners
• Ability to create and implement a long-term retention and growth strategy for customers
• Strong focus on ensuring high Net Revenue Retention (NRR) through retention and growth within the existing customer base
• Collaboration with cross-functional stakeholders in customer success, product, support, and professional service teams
• Utilization of customer and Customer Success Manager (CSM) data to drive process and performance improvements
• Establishment of a vendor scorecard to efficiently manage the network

• Competitive pay
• Unlimited discretionary time off
• Tuition reimbursement