Summary



Challenging work at an open-culture, profitable, pre-IPO, cutting-edge technology company in downtown Orlando.



• Are you the go-to person for your company’s most challenging issues?

• Do you love to "teach a man to fish" and take time to teach others how to use technology and solve its problems?

• Do you get frustrated by bureaucracy that keeps you from getting work done and making customers happy?

• If so we should talk. We’re building a world class company and need more people like you.



Company Background



Voxeo’s mission is to make it easy for anyone to create and deploy voice applications that can run on any home, mobile, office, or VoIP phone. Leading analyst firm Gartner says Voxeo is part of a select group of companies that “will have a business impact on the future of IT”. Voxeo is a profitable, pre-IPO, international, employee-owned, Internet software company. Our technology is at the cutting edge of Voice over IP (VoIP) and web 2.0 applications, standards, and mashups.



We want to revolutionize the telephone industry and are doing so every day. We run the world’s largest voice application developer community (over 30,000 members to date) and have hundreds of enterprise customers in fields including telecom, consumer services, healthcare, retail, government, and more.



At Voxeo we focus on building a team of incredible people and making our customers extremely happy. We work hard, but we believe in balance. We have numerous perks and benefits, including the best health insurance in Florida, incentive stock options, free snacks and drinks, an employee football team, catered lunch on Fridays, and poker and movie nights.



Voxeo employees work in our 100% cubicle-free open-environment office on the 20th floor of The Plaza – downtown Orlando’s newest office building. Our culture is just as open as our office. Voxeo employees are encouraged to ask for help from and offer help to anyone at any time. Our culture comes from our roots in Silicon Valley, where many of us helped start and build companies including Netscape, Yahoo, TellMe, and OpenWave.



Voxeo is built on a spirit of entrepreneurship. Many of our employees have previously founded other successful tech companies, and you will work directly with Voxeo’s co-founders on a daily basis.

Job Description:

Voxeo is seeking a full-time employee to work 40 hours/week in an exciting, fast-paced work environment dedicated to Extreme Support and operational excellence.

Duties will include the following:

• Own the commercial relationship for assigned “most critical” Voxeo accounts to drive Customer Satisfaction as measured by Net Promoter scores.
• Manage contractual agreements, quarterly audits & account reviews
• Manage revenue forecasting, renewals, and updates
• Understand customers’ business requirements and be able to communicate how these requirements are met by Voxeo’s technology and solutions.
• Anticipate customer needs, identify opportunities and propose new solutions.
• Participate in the design of Customer projects, prioritize goals and timelines, and manage dependencies with all parties involved (Voxeo, customer, third parties)
• Develop, own, and maintain the Account Plan for assigned “most critical” accounts, including:

- Customer Information (industry, business, value proposition)

- Project Information (Voxeo implementation details, milestones, short/long- term plans)

- Account status reporting on an as-needed basis

- Comprehensive communications plan (proactive and reactive) with routine checkpoints to minimize SLA credits and ensure high Customer Satisfaction.

• Monitor ticket queue to ensure service excellence.
• Serve as the primary point of contact for and coordinate the resolution of inquiries about:

- Network access/configuration/security issues

- Colocated and Managed server deployments

- TFN/DID orders/allocations

- Billing issues

- Load testing

• Manage New Client Launch process for “most critical” accounts
• Manage Account Setup and all corresponding client paperwork.
• Coordinate Launch planning, provisioning, and rollout activities between Engineering, client, and 3rd party application development partners, ensuring timelines are met.
• Deliver “How to work with Voxeo Support” and “Best Practices” overview / training.

Position Requirements:



• Experience in Business Development and Commercial Account Management



• Experience working with voice and data networks in the capacity of software design, implementation, sales, and support.



• Broad knowledge of Voxeo products.



• Experience with the use of IVR in business and the impact of technical support on customer’s business performance.



• Ability to project “executive presence” during times of crisis.



• Ability to contribute to a team environment with a high degree of professionalism and skill, exhibit a positive “can-do” attitude, and be self sufficient.



• Analytical background and effective at understanding and using data.



• Sound decision making and critical thinking skills, able to think ‘Outside-the-Box’



• Expert organization and prioritization skills.



• Excellent written, verbal, and interpersonal skills to interact with all stakeholders (Customers, Partners, peers, Voxeo Departments, Executives)



Education and Experience



• Minimum five years of experience working in a customer support and/or sales capacity role in the software industry.



• Web application development (PHP, Ruby, .Net, Java, JavaScript, Coldfusion, etc.,) VOIP, VoiceXML, CCXML experience strongly desired.



• PMP certification a plus.



• VoiceXML certification a plus.



Benefits:



• 100% company-paid health, vision, dental, and short-term disability insurance



• Incentive Stock Options and bonus plan



• New MacBook Pro notebook. No old Dell-hand-me-downs here.



• New Verizon Blackberry 8830 phone. (We’d use iPhones… but not until Apple supports open app dev and carrier unlocking is always guaranteed to work.)



• Three minute walk to popular downtown restaurants, bars, and a brand-new 12 screen movie theatre



• Free parking at our downtown Orlando office



• Challenging work and significant career growth at Orlando’s fastest growing tech company



• The opportunity to revolutionize how people use and create applications for any phone



• Free education and certification in highly desired technologies such as VoIP and VoiceXML



• Work directly with top experts in SIP VoIP technology and W3C web standards



You can learn more about Voxeo by checking out:



Our corporate site – http://www.voxeo.com

Our developer site – http://evolution.voxeo.com

Our Flickr page – http://www.flickr.com/photos/voxeo





Interested?



Then please, contact us by emailing jobs@voxeo.com. Be sure to note the position title that you are applying for.



We asked all of our employees what they thought we should mention in our job postings. Here’s some of what they had to say:



“This company would be a hot commodity in Silicon Valley, but having an opportunity to work for a company like this in Orlando is rare and a huge thing for folks who don't want to have to move out of state.”



“I applied for a job here, but definitely got more than I bargained for, I found a place I can call home”



“The item that really hooked me in my job interview is the health benefits. That's a huge difference in Voxeo compared to other firms.”



“One of the great points about working at Voxeo is the opportunity to work and learn directly with the company's top engineers and executives”



“Corporate culture is one of the perks that has kept us from being a "turn and burn" company … a large factor in our hiring process is a good culture fit, we would be remiss if we didn't stress the fact that we are looking for cool people to work with”



“I think you should say that Voxeo provides all of the tools that allow you to perform the challenging work, including telephone, laptop and the software you need to excel at any position”



“To a lot of people in IT right now, the "MacBook Pro" has become the "hot" laptop to have and most people will never dream of getting one because they are stuck in a space where all they will ever see are Dell laptops of various vintages”



“The great thing here is the opportunity to learn. The chance to increase your skill set exponentially in a cutting edge field and to feel truly needed and satisfied at the end of the day. Hard to quantify that sort of job experience but it is invaluable.”



“I think a key point that we are trying to capture is that everyone at Voxeo works hard but we love what are working on. I think if there is some way to put down that the entire company loves what they are doing and you don’t have dead wood around is a nice thing. “



“Speaking as a relative Voxeonoob, the office was a definite selling point in coming here. The view and top-floor-prestige aside, you can't understate the importance of clean bathrooms”



“We definitely have a fun and fabulous group of people.”



“Everyone that works here has such a great personality and makes you feel right at home. The employees at Voxeo are accountable and extremely intellectual individuals, but they also know how to enjoy the day and laugh at the lighter side of things.”



“I think the 'can do' culture should be in there, every employee is empowered to help the customer and to create a better solution”



“The fact that the company and some of the people are Silicon Valley transplants has a certain appeal. We should consider mentioning that”



“For me, the best part about working at Voxeo is our team family, and the culture of voxeo. We are intensely technical, and we work very hard, and we don't take it all too seriously.”



“I think Voxeo is a rarity for the Florida market. Opportunities to work with a successful, high-tech, industry-leading company are few and far between in this area”



“One of the most attractive benefits for many people is our 100% company paid health insurance. That benefit alone can be the deal breaker for a potential employee. I would put that at the top of the benefits list”



“I'd add that the office is located in the top floor of the Plaza, and perhaps market it up with "featuring spectacular views of I-4" --replacing "I-4" with whatever is truly spectacular”



“One of the best things about being a Voxeon is that you have access to the highest level of management in an open and laid back setting. Often times people care more about who they work worth and enjoying coming to work each day then pay, benefits, etc.”



“I like the ‘Teach a man to fish’ reference. I would find a way to emphasize that management is just as involved in the technology as the employees are.”



“I think the all-hands and quarterly financial meetings are something that not all companies offer, and are seen as a benefit to many as they expose the insides of the company, show that Voxeo is very open about the state of the company, and allow the employees to participate in discussions that affect the company on the whole. “



“The fact that you (the CEO) are asking us (the employees) for input on this job posting should somehow be conveyed in there as well. And it's not just the job posting, you send out things like this all of the time, showing how much you value all of our input.”