Enterprise, Customer Success Manager

About RingCentral

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

The Role

This is where you and your skills come in. 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.

Responsibilities

To succeed in this role you must have experience in:

• Customer Relationship Management: Develop strong customer relationships and serve in the role of RingCentral trusted partner.
• Adoption and ROI: 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.
• Customer Satisfaction: 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.
• Churn Mitigation and Revenue Growth: 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.
• Sales Liaison and Growth: 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.
• Cross-Functional Collaboration: Partner cross-functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
• Adoption Strategy: 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.

Desired Qualifications

• Experience: 3 to 7 years plus of direct and verifiable enterprise-level customer success experience.
• Proven Track Record: Proven track record of success with a verifiable history of exceeding customer satisfaction and adoption goals.
• Attributes: 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.
• Executive Interaction: Experience and comfort interacting with and influencing C-level executives.
• Communication Skills: Strong communication skills – written and verbal – with understanding of situational best practices. Excellent presentation skills – from small to large audiences.
• Leadership: Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes.
• Technical Proficiency (Preferred):
  • 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.
• Education: BS or equivalent education and relevant experience.

What We Offer

• Comprehensive medical, dental, vision, disability, life