Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.
Why this role matters:
The Account Growth Manager (AGM) is an individual contributor role focused on driving revenue, margin, and quality performance for a book of 1–3 strategic messaging accounts, focusing on hyperscalers and algorithmic (algo) customers.
AGMs are responsible for technical routing strategy, margin optimization, and traffic performance on their accounts. By combining data-driven insights with routing expertise, AGMs ensure each account achieves the right cost vs. quality balance to maximize profitability and traffic share. Working as part of a triad with Sales Key Account Managers and Customer Success Managers (CSMs), AGMs own the technical-commercial performance layer, focusing on routing configurations, traffic monitoring, and margin improvements.
Your responsibilities;
- Account Ownership: Manage the performance of 1–3 high-value accounts, focusing on routing quality, margin optimization, and traffic growth.
- Revenue & Margin Optimization: Monitor account traffic daily, execute routing strategies, and implement initiatives to achieve defined financial targets.
- Custom Routing Solutions: Design, test, and maintain routing configurations that align with each account’s quality and cost expectations.
- Account Intelligence: Analyze completion rates (CR), delivery trends, and market dynamics to identify routing and margin improvement opportunities.
- Client Advocacy: Serve as the technical and commercial representative for assigned accounts, ensuring customer relationships are nurtured while coordinating internally to resolve routing or delivery escalations.
- Triad Collaboration: Partner with Sales and Customer Success to deliver coordinated account plans, QBRs, and traffic performance reviews.
- Operational Escalations: Serve as Tier 2/3 escalation point for routing and SMS quality issues, collaborating with Carrier Partnerships and technical teams.
- Data-Driven Insights: Use Tableau and internal reporting to track account health, growth metrics, and quality KPIs.
A Day in the Life of an AGM
- Morning: Review account dashboards to assess completion rates, traffic volumes, and margin performance. Identify anomalies or routing inefficiencies that require immediate attention
- Midday: Align with your triad (Sales and Customer Success) to review account performance, update routing priorities, and prepare technical insights for upcoming QBRs.
- Afternoon: Test routing optimizations, implement configuration changes, and collaborate with Carrier Partnerships to adjust supplier routes or pricing for improved margins.
- End of Day: Summarize performance insights, update internal stakeholders on routing or margin trends, and prepare actionable interventions to foster account growth.
What you will bring:
Required:
- Experience: Experience in a comparable account management, technical routing role, or telecom/CPaaS experience
- Technical Expertise: Proficiency in SMS routing, A2P messaging standards, and performance metrics such as CR and delivery success rates.
- Analytical Strength: Ability to translate complex traffic data into actionable insights using tools like Tableau.
- Collaboration Skills: Proven success partnering with cross-functional teams (Sales, Carrier Partnerships, and Operations).
- Execution & Agility: Ability to manage high-pressure routing escalations and deliver timely solutions.
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
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Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
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