Customer Success Specialist II, UM at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Telecommunications, SaaSIndustries

Requirements

3+ yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company
Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices
Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers
Strong skills in verbal and written communications, strategic planning, and project management with the ability to adapt conversations for technical and non-technical audiences
Knowledge and experience with Salesforce

Responsibilities

Develop and maintain strong relationships with stakeholders to address customer concerns promptly and effectively
Provide inbound retention support and reactive account management services to mitigate customer churn and foster loyalty
Act as an account champion by proactively engaging clients through outbound communication and management efforts
Gather customer feedback, share valuable insights with internal teams such as Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering, and collaborate on improvement initiatives
Work with CSMs to address a variety of account-related inquiries, including contract details, device returns, and shipping concerns
Facilitate and coordinate financial responsibilities, such as processing refunds, managing tax exemption requests, and evaluating credit limit increases
Assist with account renewals by preparing comprehensive pricing sheets outlining current entitlements, billing information, and potential upsell opportunities
Review, audit, and advise on churn and downsell situations, ensuring all necessary information is accurate and complete before submitting for approval
Continuously enhance customer relationships by building trust, addressing their unique needs, and actively seeking opportunities to exceed expectations
Monitor customer health scores, identify potential risks, and develop tailored strategies to promote account growth and improve customer satisfaction
Maintain accurate and up-to-date customer records in the CRM system to ensure seamless communication and handoffs between internal teams
Stay informed about industry trends, product updates, and competitive landscapes to offer valuable insights and recommendations to customers
Participate in ongoing training and development opportunities to enhance your skills and contribute to the growth of the Customer Success team

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementCustomer RetentionStakeholder EngagementChurn MitigationCustomer FeedbackCross-functional CollaborationOutbound CommunicationInbound Support

Questions & Answers

Common questions about this position

What are the main responsibilities of the Customer Success Specialist II role?

The role involves developing stakeholder relationships, providing inbound retention support, proactive client engagement, gathering feedback for internal teams, assisting with account inquiries like contracts and shipping, handling financial tasks such as refunds, preparing renewal pricing sheets, reviewing churn situations, monitoring customer health scores, and maintaining CRM records.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What kind of company culture or team environment can I expect at RingCentral through Acquire BPO?

This information is not specified in the job description.

What makes a strong candidate for the Customer Success Specialist II position?

A strong candidate excels in building customer relationships, proactive problem-solving, account management to prevent churn, cross-functional collaboration with teams like Sales and Product, handling financial and renewal processes, monitoring customer health, and maintaining CRM accuracy.