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Role Description

We’re currently looking for a Customer Success Manager who will serve as the direct support function to some of RingCentral’s most valued and high-profile customers. As a critical piece of our land and expansion efforts, you will be a point person for our larger customers and will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc. You will be positioned as a subject matter expert and all-around resource for servicing client’s needs.

• Develop strong customer relationships and serve in the role of RingCentral trusted partner.
• Proactively drive adoption across RingCentral’s multiple product technology stack to ensure customers are maximizing ROI.
• Manage Adoption Campaigns through regular updates of campaign objective in SFDC.
• Ensure customer satisfaction: facilitate QBRs, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely manner.
• Mitigate churn risk and protect portfolio MRR growth.
• Maintain and grow monthly recurring revenue for RingCentral's most valued customers.
• Project Management - quarterback internal and external initiatives.
• Act as sales liaison, build internal relationships to help drive growth expansion inside of the account, manage partner relationships to better support premium RingCentral customers.
• Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
• Execute and build out an Adoption strategy through consistent weekly, bi-weekly or quarterly business reviews to have a proactive approach with the account base.

Qualifications

• 3 to 7 years plus of direct and verifiable enterprise-level customer success experience.
• Proven track record of success with a verifiable history of exceeding customer satisfaction and adoption goals.
• Driven by personal, team and company achievement with a commitment to excellence.
• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality.
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness.
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues.
• Experience and comfort interacting with and influencing C-level executives.
• Strong communication skills – written and verbal – with understanding of situational best practices.
• Excellent presentation skills – from small to large audiences.
• Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes.
• Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs preferred.
• Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred.
• BS or equivalent education and relevant experience.

Benefits

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits.
• Voluntary supplemental health coverage and life insurance.
• 401K match and ESPP.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave.
• Family-forming benefits (IVF, Preservation, Adoption etc.).
• Emergency backup care (Child/Adult/Pets).
• Employee Assistance Program (EAP) with counseling sessions available 24/7.
• Free legal services that provide legal advice, document creation and estate planning.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee 1:1 coaching, perks and discounts program.