Senior Manager, Product Enablement and Analyst Relations (CCaaS)

At Vonage, we are redefining customer experiences with our next-generation Contact Center as a Service (CCaaS) solution. We empower businesses to deliver seamless, intelligent, and omni-channel support to their customers, all while unifying the front-line experience across voice, chat, email, and more. Our mission is to enable our customers to build world-class customer experiences, and we are constantly innovating to stay ahead of the curve.

As we continue to scale, we are looking for an experienced and dynamic Head of Product Enablement and Analyst Relations to help drive product strategy and align our solutions with customer needs, analyst insights, and market trends.

Role Overview:

The Head of Product Enablement and Analyst Relations will play a critical role in bridging the gap between product development, customer experience, and external market feedback. This position will involve leading efforts to engage employees, customers, and industry analysts to gather insights, validate product features, and communicate product value. You will be responsible for ensuring that our product strategy is aligned with market needs and customer expectations, while effectively positioning our solutions to analysts, influencers, and strategic customers.

This role requires a strategic thinker with a deep understanding of SaaS products, customer experience, and the contact center space, combined with strong communication and relationship-building skills.

This role is ideal for someone who thrives in a fast-paced environment, is passionate about customer experience, and has a strong ability to drive cross-functional initiatives that impact both product strategy and market positioning.

Key Responsibilities:

• Product Enablement:
• Lead the strategy and execution of product enablement initiatives across internal teams (sales, marketing, support, etc.) to ensure they are equipped with the knowledge, tools, and resources to effectively sell and support our product.
• Partner closely with Product Management and Customer Success teams to deliver impactful product training, documentation, and resources that enable teams to drive customer success.
• Ensure internal teams have a deep understanding of product features, use cases, and value propositions to enable them to have informed conversations with customers and prospects.
• Customer Engagement and Feedback:
• Build strong relationships with key customers to gather qualitative and quantitative feedback on product features, usability, and pain points.
• Create mechanisms for collecting and analyzing customer feedback to inform the product roadmap, ensuring that we deliver solutions that solve real business problems and create exceptional customer experiences.
• Work with Customer Success and Product teams to ensure customer feedback is prioritized and addressed in product development.
• Analyst Relations:
• Serve as the primary point of contact for industry analysts, influencers, and thought leaders, managing ongoing relationships with key research firms (e.g., Gartner, Forrester, IDC) and analysts.
• Lead the coordination and preparation for analyst briefings, inquiries, and reports, ensuring that our product vision, features, and competitive positioning are effectively communicated.
• Manage the preparation of analyst reports, including conducting product demos, presenting use cases, and responding to analyst surveys and evaluations.
• Monitor and analyze industry trends, competitor strategies, and analyst reports to provide strategic insights to internal teams.
• Cross-functional Collaboration:
• Collaborate with Product, Marketing, Sales, and Customer Success teams to ensure consistent and accurate messaging around product features, benefits, and value.
• Support go-to-market efforts by providing customer and analyst insights that inform product positioning, messaging, and sales enablement materials.
• Facilitate ongoing communication and alignment between product development teams and external stakeholders to ensure product features are effectively communicated and understood.
• Thought Leadership & Advocacy:
• Position [Company Name] as a thought leader in the CCaaS space by representing the company in key analyst discussions, industry events, and customer-facing interactions.
• Drive the creation of customer success stories, case studies, and reference materials that highlight the impact of our product on customer experience and business outcomes.
• Advocate for customer-centric product innovation, ensuring that product development is driven by real customer needs and