Vonage Partner Academy
Post Sales Process - A Customer’s Journey

Wednesday, June 24  |  12-1 PM EST / 5-6 PM BST

About The Webinar

There’s never been a better time to partner with Vonage! A closed deal and a signed contract are just the beginning.

This week on our Vonage Partner Academy webinar series you will learn about our enterprise-grade SaaS customer success model and what sets us apart from the competition post-sales for both the partner and the customer. 
 

Agenda

  • Vonage's Enterprise-grade, SaaS Customer Success model 
  • How the Vonage CSM differentiates the customer & partner experience 
  • Partner Support Service Model
  • Support Options, Channels and Priority Levels
  • Escalation Paths
     
Speaker & Bio:
Matt McCarthy,
VP of Customer Success

Matt McCarthy, VP of Customer Success has built the Customer Success program at Vonage over his five-years with the company. The CSM model is designed as an Enterprise-grade SaaS program, providing CSMs and partners insightful data that leads to meaningful customer interactions. Investments such as the customer success tool, Gainsight, has allowed for a highly scalable CSM model. Prior to Vonage Matt led the customer success organization at iCore which sold to Vonage in 2015. Outside of 12 years in the communications industry, Matt has a background in public accounting and consulting.

Troy Nelson,
Senior Manager of Partner Support and Technical Support

Troy Nelson started at Vonage in 2003 has managed multiple lines of business in the following departments: Retention, Technical Support, Customer Service, Advanced Technical Support, and Partner Support and delivered significant business improvements across multiple lines of business. He's also led cross-functional efforts with leaders across all levels and through collaborative efforts assisting Customer Care to achieve efficiency and customer measure goals and improve the overall Customer Experience for the organization's customer base.

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